Hrvatska znanstvena bibliografija (CROSBI)



Pregled bibliografske jedinice broj: 434217

Zbornik radova

Autori: Črnjar, Kristina; Dlačić, Jasmina; Fatur Krmpotić, Irena
Naslov: Importance of Knowledge Management and Employees in Achieving a Customer-Oriented Organization
Izvornik: Knowledge and business challenge of globalization: proceedings of the 1st international scientific conference / Merkač Skok, Marjana ; Cingula, Marijan (ur.). - Celje, Slovenija : Fakulteta za komercijalne in poslovne vede , 2009. 59-68 (ISBN: 978-961-6603-94-2).
Skup: 1. international scientific conference - Knowledge and business challenge of globalisation
Mjesto i datum: Celje, Slovenija, 12-13.11.2009.
Ključne riječi: customer knowledge management; customer-oriented organization
Sažetak:
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.
Vrsta sudjelovanja: Predavanje
Vrsta prezentacije u zborniku: Cjeloviti rad (više od 1500 riječi)
Vrsta recenzije: Međunarodna recenzija
Projekt / tema: 116-0000000-0758, 081-1151212-1454, 081-0811403-1409
Izvorni jezik: ENG
Kategorija: Znanstveni
Znanstvena područja:
Ekonomija
Upisao u CROSBI: jdlacic@efri.hr (jdlacic@efri.hr), 17. Stu. 2009. u 12:02 sati
Napomene:
Sažetak rada je objavljen u tiskanome Book of abstracts "Knowledge and business challenge of globalisation", str. 17. ISBN 978-961-6603-90-4.