Customer-centric relationship management system development: A generative knowledge integration perspective

Teoh, S and Pan, S 2009, 'Customer-centric relationship management system development: A generative knowledge integration perspective', Journal of Systems and Information Technology, vol. 11, no. 1, pp. 4-23.


Document type: Journal Article
Collection: Journal Articles

Title Customer-centric relationship management system development: A generative knowledge integration perspective
Author(s) Teoh, S
Pan, S
Year 2009
Journal name Journal of Systems and Information Technology
Volume number 11
Issue number 1
Start page 4
End page 23
Total pages 20
Publisher Emerald Group Publishing
Abstract Purpose ¿ This study aims to create and deploy new configurations of resources via understanding issues concerning generative knowledge integration (KI) to create a customer-centric relationship management system. Design/methodology/approach ¿ A qualitative case study of a public-listed housing developer was conducted to analyze its main issues and conceptualize the underlying generative knowledge integration process. Findings ¿ Issues concerning generating KI were identified from the case study. The conceptualization of generative KI encompasses three main generative KI mechanisms, knowledge conceptualization, knowledge convergence, and knowledge assimilation, that are connected by three generative KI processes: accessing and exchanging knowledge, articulating and exchanging knowledge, and combining and exchanging knowledge. Practical implications ¿ The importance of understanding the concept of generative knowledge integration for practitioners is emphasized, and suggestions are given to promote the deployment of knowledge integration generation throughout system development. Originality/value ¿ The research conducted is unique in that a new model of generative knowledge integration is proposed, contributing to the knowledge integration literature in terms of the uncovering the three new generative KI mechanisms and processes.
Subject Information Systems Management
Keyword(s) Case studies
Customer relations
Customer service management
Management information systems
DOI - identifier 10.1108/13287260910932386
Copyright notice q Emerald Group Publishing Limited
ISSN 13287265
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Created: Wed, 17 Nov 2010, 16:09:00 EST by Catalyst Administrator
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