Customer knowledge is one of the most noteworthy assets for firms to manage in order to
improve their products and gain competitive advantage while meeting the customer needs …

This study explores how customer relationship management (CRM) systems support
customer knowledge creation processes [48], including socialization, externalization …

While many past studies focus on quality research–especially using 'Kano's model', little is
known about the stream of 'Kano's model'. Begun as an effort to gauge the contribution to the …

Purpose This paper aims to demonstrate how customer knowledge management (CKM) can
assist destination management organizations (DMOs) in the smart management of the …

Purpose–This paper seeks to provide new solutions to cargo companies' service quality
efforts by integrating different scientific methodologies. Design/methodology/approach …

Drawing upon three strategies of demand-driven supply chain intelligence, this study
examines the effects of three factors of demand-driven supply chain intelligence, including …

Purpose Customer knowledge from social media can become an important organizational
asset. The purpose of this paper is to identify useful customer knowledge including …

Kansei Engineering is a product development tool used to identify users' perceptions and
find quantitative relationships between their subjective responses and design features. This …

This study proposes the IPA–Kano model as a new tool for categorising and diagnosing
service quality attributes and providing specific strategies for attributes in each category. The …

In the new economy, firms are willing to pay abundant premiums for the significant
entrepreneurial capacities of management and staff in order to develop, build, protect …