Show simple item record

AuthorMahawrah, Fadi
AuthorShehabat, Issa
AuthorAbu-Shanab, Emad
Available date2017-12-04T09:38:47Z
Publication Date2016-01-01
Publication NameInternational Journal of Electronic Customer Relationship Management
CitationMahawrah, F., Shehabat, I. and Abu-Shanab, E. ().The impact of knowledge management on customer relationship management: A case from the fast food industry in Jordan, International Journal of Electronic Customer Relationship Management, 10 (2-4)
ISSN1750-0664
URIhttp://hdl.handle.net/10576/5819
URIhttp://dx.doi.org/10.1504/IJECRM.2016.082186
AbstractThe aim of this paper is to test the relationship between knowledge, knowledge management (KM) and customer relationship management (CRM). The impact of KM on CRM is the core of this paper. KM systems are considered one of the critical management information systems that are utilised in a wide range of business sectors. KM provides an overall image on how to use customer knowledge (CK) and to develop a close relationship with them. It also plays a significant role in developing CRM. This paper attempted to investigate the effect of customer satisfaction, CK and trust towards customer retention (CR) in the fast food industry in Jordan. The study also aimed at exploring the factors influencing the level of CR within the fast food industry in Jordan. The study utilised a survey that probed the perceptions of customers towards the previously mentioned factors. Results indicated that CK and trust are important factors in predicting customers' satisfaction. The results clearly show that customer satisfaction plays an important role in CR.
Languageen
PublisherInderscience Ltd.
SubjectCustomer knowledge
Customer relationship management
Customer retention
Customer satisfaction
Customer trust
Fast food industry
Jordan
Knowledge
Knowledge management
TitleThe impact of knowledge management on customer relationship management: A case from the fast food industry in Jordan
TypeArticle
Pagination138-157
Issue Number2-4
Volume Number10
ESSN1750-0672
dc.accessType Abstract Only


Files in this item

FilesSizeFormatView

There are no files associated with this item.

This item appears in the following Collection(s)

Show simple item record