标题：Analysis of Relationship between Knowledge Management and Customer Relationship Management with Customer Knowledge Management (Case Study At Azaran Valve Co.)
期刊名称：International Journal of Academic Research in Business and Social Sciences
电子版ISSN：2222-6990
出版年度：2012
卷号：2
期号：10
页码：65-77
出版社：Human Resource Management Academic Research Society
摘要：Knowledge management (KM) and customer relationship management (CRM) are both emphasized on the allocation of resources to business supportive activities in order to gain competitive advantages.. Merging the two concepts of knowledge management and customer relationship management in customer knowledge management (CKM) model can promote the benefits of employing each of them and reduce the risk of implementation failure. This study sought to analyze the relationship between knowledge management and customer relationship management with customer knowledge management. The proposed research model has been provided using customer knowledge management literature. To test the model and the research assumptions, a closed response questionnaire was designed and distributed among managers and employees of Azaran Valve Co. After data collection, structural equation modeling was used to analysis and Cronbach's alpha coefficient was used to determine the reliability of the questionnaire. The results showed that knowledge management and customer relationship management both related to customer knowledge management directly and indirectly through channel management and interaction management.
