Ziemba, Ewa and Mullins, Roisin (2016) Identifying more about customers: the phenomenon of the switch to the knowledge exchange. The Online Journal of Applied Knowledge Management, 4 (1). pp. 165-179. ISSN 2325-4688
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Mullins, Roisin and Ziemba, Ewa (2016)Identifying more about customers.pdf - Accepted Version Available under License CC-BY-NC-ND Creative Commons Attribution Non-commercial No Derivatives. Download (658kB) | Preview |
Abstract
The purpose of this study is to explore how the customer knowledge management systems support business follow-up of customer reviews and discussion using social media, and propose a customer stratification framework. The survey methodology was used to collect the data utilized in answering the research questions and based on the analysis and logical deduction, a conceptual customer stratification framework was proposed. This framework explains the stages required by a business to observe customers social media discussions starting with validation where business should aim to better understand how customers map themselves onto other customer experiences. Secondly, the reinforcement stage is where business should explore how the customer is better informed to make choices from the customer’s discussions. Finally, through the contradiction stage the business should recognise the value placed to explore where they are weak and have a means to correct these areas.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Customer knowledge management systems Customer stratification framework |
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Institutes and Academies > Institute of Management and Health > Business, Finance and Management |
| Depositing User: | Roisin Mullins |
| Date Deposited: | 21 Jul 2016 07:55 |
| Last Modified: | 11 Sep 2024 17:00 |
| URI: | https://repository.uwtsd.ac.uk/id/eprint/624 |
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