چکیده:
Attention to knowledge in the age of wisdom and knowledge-based economy is a priority for today's organizations. One of the valuable resources for organizational knowledge is customers. What the customer has in mind and is hidden in their thoughts is considered a type of hidden knowledge that if any business wants to use it, it must embed an appropriate mechanism for it. Businesses seeking competitive advantage and superior performance should look for valuable, rare, less mobile, non-imitable, and non-substitutable resources, which knowledge is such a resource. We are looking to present a conceptual model that considers customer knowledge as part of the organization's knowledge resulting from interaction with the customer: Eight factors of trust in the seller and their credibility, the credibility of the business, the customer's acceptance of the seller, customer feedback, knowledge from the customer, customer knowledge disclosure, knowledge processing, and applying knowledge were identified and evaluated for measuring customer knowledge management. Except for the hypothesis of the effect of the organization's credibility on customer acceptance, the rest of the hypotheses were confirmed. This research has been analyzed by examining the viewpoints of customers, sellers, and business managers using structural equation modeling and LISREL software. In this regard, it was suggested that the business pay attention to the appearance of its sellers, act on promises and commitments made to customers on time, provide a space for dialogue between customers and sellers in sales agencies, value and importance to customer demands, pay attention to the personality, behavioral, and specialized characteristics of sellers, and use specialists who can analyze and interpret customer opinions at their agencies.
خلاصه ماشینی:
We are looking to present a conceptual model that considers customer knowledge as part of the organization's knowledge that results from interaction with the customer: Eight factors including trust in the seller and their credibility, the credibility of the business, customer acceptance of the seller, customer feedback, knowledge of the customer, revealing customer knowledge, processing knowledge, and applying knowledge were identified and evaluated for measuring customer knowledge management.
Companies involved in this type of knowledge should consider the value that this process creates for both the customer and the business and ensure that there is a tangible benefit for the customer, such as increased satisfaction, personalized products or services, or compensation for their services [10].
Concepts and Components Measured by Experts Factor Component Factor Component Technical competence of the seller About the product Trust to Appearance of the seller About the market 1 Seller and 5 Knowledge from the customer Personality and ethical characteristics His credibility About competitors Seller Customer-oriented organization Formulating and decoding customer knowledge Disclosure 2 Organization credibility Organization commitment (fulfilling promises) 6 Customer knowledge Interpreting customer knowledge Mental image of the organization (image) Expressing and regulating customer knowledge Understanding and Empathy between customer and seller Collecting existing knowledge in the organization 3 Acceptance 7 Processing Combining new knowledge with knowledge Dialogue between seller and customer Customer from existing Seller Convincing the customer R&D unit Customer needs and wants Institutionalization Product improvement 4 Customer feedback Customer complaint 8 (Applicable Innovation (new product) Customer suggestion Ideation Customer satisfaction Research Method This research is descriptive-survey in terms of data collection and practical in terms of purpose.
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