This paper examines the effect of customer relationship management (CRM) technology investment and key account-related knowledge on suppliers' key account management (KAM) performance. The findings are based on survey data gathered from large Finnish industrial suppliers and subjected to factor...

Customer knowledge can be a critical source of competitive advantage in retail business. In this theoretical paper, three sources of customer knowledge are identified in the retail environment, namely customer transactions, customer interactions and customer communities of practice. Lessons for...

Drawing upon the literature on knowledge management, leadership, and innovation, this study investigates the possible associations among customer knowledge management, knowledge-oriented leadership, innovation quality, and firm performance in 283 small and medium-sized enterprises (SMEs) in...

Improving federal enterprise performance is a perennial topic, from Eisenhower's Hoover Commission, to Reagan's Grace Commission, to Clinton's Reinventing Government, to Bush's E-Gov Initiatives, to Obama's innovation efforts. But one major thing is different today. The challenge from the...

Purpose: This study sets out to address the lack of studies to educate clients and create awareness on fraud prevention in this sector, specifically on e-banking fraud that falls into two main categories: phishing/vishing/Smishing and malware practices. Design/methodology/approach: An...

This paper studies the context of market orientation and the contribution of customer knowledge, networking, and cultural knowledge to market orientation particularly to the internationalization of firms in developing economies. A multiple case approach is adopted with four Swedish firms...

In this research, we identify factors influencing the behavior of knowledge sharing and customer purchasing intention based on two theories of social capital and social interaction. The conceptual model, designed based on theoretical foundations, includes the dimensions of these two theories....