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| Author: | Aziz, N. Sparrow, J. |
| Title: | Patterns of gaining and sharing of knowledge about customers: a study of an Express Parcel Delivery Company |
| Journal: | Journal of industrial ecology
2011 : MAR, VOL. 9:1, p. 29-47 |
| Index terms: | knowledge management customers organizations organizational research communication |
| Freeterms: | knowledge sharing |
| Language: | eng |
| Abstract: | Knowledge sharing practices are well represented in literature, as it's an important factor in the effectiveness of knowledge management. Knowledge about customers is increasing in value within organizations, and it is usually channeled through distinct avenues. The patterns of sharing knowledge about customers and it's different facets are identified with the use of an assessment tool of knowledge flows. The flow of knowledge among customer service, sales and operations management teams, within the teams with peers, horizontally with other teams, and vertically within the organisation is analyzed. It is demonstrated that knowledge sharing pattern identification is possible and the value of such practices is highlighted. |
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