Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological Perspective
In this study, Knowledge-Based View (KBV) and Theory of Technology in a Generic Customer Knowledge Management (CKM) Framework were assimilated to demonstrate the Organizational, Human and Technological antecedent factors that enable CKM processes to improve software product quality. A Theoretical CK...
| Main Authors: | , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Sciendo
2022-12-01
|
| Series: | Management Systems in Production Engineering |
| Subjects: | |
| Online Access: | https://doi.org/10.2478/mspe-2022-0037 |
| _version_ | 1797947700227866624 |
|---|---|
| author | Khosravi Arash Rajabzadeh Morteza Zaloga Viliam Dyadyura Irina |
| author_facet | Khosravi Arash Rajabzadeh Morteza Zaloga Viliam Dyadyura Irina |
| author_sort | Khosravi Arash |
| collection | DOAJ |
| description | In this study, Knowledge-Based View (KBV) and Theory of Technology in a Generic Customer Knowledge Management (CKM) Framework were assimilated to demonstrate the Organizational, Human and Technological antecedent factors that enable CKM processes to improve software product quality. A Theoretical CKM Framework was developed by extracting Human, Organizational and Technological factors from the literature, then, the “Technique for Order of Preference by Similarity to Ideal Solution” (TOPSIS) Multi-Criteria Decision Making (MCDM) method was applied to find the importance level of factors to CKM development in software companies. The weight and priority of factors were determined by 31 experts in enterprise software development companies. The results show that, from an expert viewpoint, CKM antecedent factors are categorized into high priority and low priority groups. Organizational factors such as “Customer Involvement”, “Customer-Centric Culture” and “CKM Strategy Development” are high priority. |
| first_indexed | 2024-04-10T21:31:56Z |
| format | Article |
| id | doaj.art-a7127c0e56264b76acecfd733c528bbd |
| institution | Directory Open Access Journal |
| issn | 2450-5781 |
| language | English |
| last_indexed | 2024-04-10T21:31:56Z |
| publishDate | 2022-12-01 |
| publisher | Sciendo |
| record_format | Article |
| series | Management Systems in Production Engineering |
| spelling | doaj.art-a7127c0e56264b76acecfd733c528bbd2023-01-19T13:20:30ZengSciendoManagement Systems in Production Engineering2450-57812022-12-0130429129710.2478/mspe-2022-0037Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological PerspectiveKhosravi Arash0Rajabzadeh Morteza1Zaloga Viliam2Dyadyura Irina3Mahallat Institute of Higher EducationMahallat Institute of Higher EducationSumy State UniversitySumy State UniversityIn this study, Knowledge-Based View (KBV) and Theory of Technology in a Generic Customer Knowledge Management (CKM) Framework were assimilated to demonstrate the Organizational, Human and Technological antecedent factors that enable CKM processes to improve software product quality. A Theoretical CKM Framework was developed by extracting Human, Organizational and Technological factors from the literature, then, the “Technique for Order of Preference by Similarity to Ideal Solution” (TOPSIS) Multi-Criteria Decision Making (MCDM) method was applied to find the importance level of factors to CKM development in software companies. The weight and priority of factors were determined by 31 experts in enterprise software development companies. The results show that, from an expert viewpoint, CKM antecedent factors are categorized into high priority and low priority groups. Organizational factors such as “Customer Involvement”, “Customer-Centric Culture” and “CKM Strategy Development” are high priority.https://doi.org/10.2478/mspe-2022-0037qualimetryknowledge managemententerprise software developmenttopsissummarizing indicatormulticriteria quality assessmentdimensionless scale |
| spellingShingle | Khosravi Arash Rajabzadeh Morteza Zaloga Viliam Dyadyura Irina Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological Perspective Management Systems in Production Engineering qualimetry knowledge management enterprise software development topsis summarizing indicator multicriteria quality assessment dimensionless scale |
| title | Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological Perspective |
| title_full | Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological Perspective |
| title_fullStr | Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological Perspective |
| title_full_unstemmed | Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological Perspective |
| title_short | Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological Perspective |
| title_sort | customer knowledge management in enterprise software development companies organizational human and technological perspective |
| topic | qualimetry knowledge management enterprise software development topsis summarizing indicator multicriteria quality assessment dimensionless scale |
| url | https://doi.org/10.2478/mspe-2022-0037 |
| work_keys_str_mv | AT khosraviarash customerknowledgemanagementinenterprisesoftwaredevelopmentcompaniesorganizationalhumanandtechnologicalperspective AT rajabzadehmorteza customerknowledgemanagementinenterprisesoftwaredevelopmentcompaniesorganizationalhumanandtechnologicalperspective AT zalogaviliam customerknowledgemanagementinenterprisesoftwaredevelopmentcompaniesorganizationalhumanandtechnologicalperspective AT dyadyurairina customerknowledgemanagementinenterprisesoftwaredevelopmentcompaniesorganizationalhumanandtechnologicalperspective |