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A Knowledge Management Approach to Marketing and the Advent of Customer Knowledge Management
Book chapter

A Knowledge Management Approach to Marketing and the Advent of Customer Knowledge Management

Samiha Mjahed, Abdelfattah Triki and Informat Resources Management Assoc
E-Marketing: Concepts, Methodologies, Tools, and Applications, pp.1030-1050
Igi Global
01/01/2012
DOI: https://doi.org/10.4018/978-1-4666-1598-4.ch061

Abstract

Business Business & Economics Communication Computer Science Computer Science, Information Systems Computer Science, Interdisciplinary Applications Information Science & Library Science Science & Technology Social Sciences Technology
This chapter is intended to give an overview of knowledge management (KM), and to explore its extension to the marketing discipline. It is basically aimed to set the stage for the conceptualisation of knowledge-based complaint management rather than to provide a thorough and exhaustive literature review of the KM theory per se. Therefore the contribution of the chapter in hand lies in the fact that it integrates the concept of customer knowledge in the field of complaint management.

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