A framework for managing customer knowledge in retail industry
Customer knowledge can be a critical source of competitive advantage in retail business. In this theoretical paper, three sources of customer knowledge are identified in the retail environment, namely customer transactions, customer interactions and customer communities of practice. Lessons for mana...
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| Format: | Article |
| Language: | English |
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Elsevier
2012-06-01
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| Series: | IIMB Management Review |
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| Online Access: | http://www.sciencedirect.com/science/article/pii/S0970389612000250 |