Alternative pathways to utilizing customer knowledge: A fuzzy-set qualitative comparative analysis

Volume: 69, Issue: 11, Pages: 5494 - 5499
Published: Nov 1, 2016
Abstract
This study explores alternative configurations of causes to customer knowledge utilization using a set theoretic approach with fuzzy set qualitative comparative analysis. The study uses a previous empirical dataset of Salojarvi, Sainio, and Tarkiainen (2010) to assess organizational factors that enhance customer knowledge utilization. The results show that use of key account management teams and customer relationship management systems are core...
Paper Details
Title
Alternative pathways to utilizing customer knowledge: A fuzzy-set qualitative comparative analysis
Published Date
Nov 1, 2016
Volume
69
Issue
11
Pages
5494 - 5499
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