Developing a multidimensional measure of system-use in an organizational context
Information and Management
Knowledge creation in focus groups: can group technologies help?
Information and Management
Knowledge management and data mining for marketing
Decision Support Systems - Knowledge management support of decision making
Assessing the Validity of IS Success Models: An Empirical Testand Theoretical Analysis
Information Systems Research
Knowledge management technology
IBM Systems Journal
Total quality management in information systems development: key constructs and relationships
Journal of Management Information Systems - Special section: Exploring the outlands of the MIS discipline
An Empirical Investigation of the Customer Knowledge Creation Impact on NPD Performance
HICSS '07 Proceedings of the 40th Annual Hawaii International Conference on System Sciences
General Perspectives on Knowledge Management: Fostering a Research Agenda
Journal of Management Information Systems
Organizational Knowledge Management: A Contingency Perspective
Journal of Management Information Systems
Expert Systems with Applications: An International Journal
External concept support for group support systems through Web mining
Journal of the American Society for Information Science and Technology
The state of CRM adoption by the financial services in the UK: an empirical investigation
Information and Management
Analyzing the structure of expert knowledge
Information and Management
Understanding Web 2.0 service models: A knowledge-creating perspective
Information and Management
International Journal of Information Management: The Journal for Information Professionals
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This study explores how customer relationship management (CRM) systems support customer knowledge creation processes [48], including socialization, externalization, combination and internalization. CRM systems are categorized as collaborative, operational and analytical. An analysis of CRM applications in three organizations reveals that analytical systems strongly support the combination process. Collaborative systems provide the greatest support for externalization. Operational systems facilitate socialization with customers, while collaborative systems are used for socialization within an organization. Collaborative and analytical systems both support the internalization process by providing learning opportunities. Three-way interactions among CRM systems, types of customer knowledge, and knowledge creation processes are explored.