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- W2883236434 abstract "In the knowledge economy, to achieve sustainable competitive advantage, organizations are starting to shift their focus to customers (customers, suppliers, partners, etc.) and use knowledge-based strategies to reach them. The concept of knowledge management is starting to be recognized and accepted as a powerful tool for business development. One of the very important goals of knowledge management is to build an organization that can “see” and “know” their customers for they are the drivers of any business. Over time, customers and an organization develop a relationship, and knowledge derived from this relationship is referred to as customer knowledge. // The quality of employees and its impact on the quality of customer service are going to be vital in gaining a competitive advantage especially in service intensive industries. There is at present little understanding of the way employees contribute to achieving a customer-oriented organization. Organizations that will be able to link their human capital (what employees know) with the social capital (relationship networks) will be able to leverage their own effectiveness." @default.
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- W2883236434 date "2009-01-01" @default.
- W2883236434 modified "2023-09-23" @default.
- W2883236434 title "Importance of Knowledge Management and Employees in Achieving a Customer-Oriented Organization" @default.
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