{"id":"https://openalex.org/W2197805884","doi":"https://doi.org/10.1007/978-3-642-30867-3_32","title":"Customer Knowledge Management in the Age of Social Networks","display_name":"Customer Knowledge Management in the Age of Social Networks","publication_year":2012,"publication_date":"2012-07-17","ids":{"openalex":"https://openalex.org/W2197805884","doi":"https://doi.org/10.1007/978-3-642-30867-3_32","mag":"2197805884"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-642-30867-3_32","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-30867-3_32","pdf_url":null,"source":{"id":"https://openalex.org/S2764905038","display_name":"Advances in intelligent systems and computing","issn_l":"2194-5357","issn":["2194-5357","2194-5365"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Advances in Intelligent Systems and Computing","raw_type":"book-chapter"},"type":"book-chapter","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5025183416","display_name":"Dar\u00edo Liberona","orcid":"https://orcid.org/0000-0003-3235-6688"},"institutions":[{"id":"https://openalex.org/I10457146","display_name":"Universidad de Santiago de Chile","ror":"https://ror.org/02ma57s91","country_code":"CL","type":"education","lineage":["https://openalex.org/I10457146"]}],"countries":["CL"],"is_corresponding":false,"raw_author_name":"Dario Liberona","raw_affiliation_strings":["Universidad de Santiago de Chile (Usach.cl), Santiago, Chile"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidad de Santiago de Chile (Usach.cl), Santiago, Chile","institution_ids":["https://openalex.org/I10457146"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5089158024","display_name":"Manuel Poblete Ruiz","orcid":"https://orcid.org/0000-0001-9927-7138"},"institutions":[{"id":"https://openalex.org/I15766328","display_name":"Universitat de Lleida","ror":"https://ror.org/050c3cw24","country_code":"ES","type":"education","lineage":["https://openalex.org/I15766328"]}],"countries":["ES"],"is_corresponding":false,"raw_author_name":"Manuel Ruiz","raw_affiliation_strings":["Universidad de Lleida, Spain (Udl.es), Lleida, Spain"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidad de Lleida, Spain (Udl.es), Lleida, Spain","institution_ids":["https://openalex.org/I15766328"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5020506048","display_name":"Darcy Fuenzalida","orcid":"https://orcid.org/0000-0001-5536-4758"},"institutions":[{"id":"https://openalex.org/I86326927","display_name":"Universidad Santa Mar\u00eda","ror":"https://ror.org/051kdrm61","country_code":"VE","type":"education","lineage":["https://openalex.org/I86326927"]}],"countries":["VE"],"is_corresponding":false,"raw_author_name":"Darcy Fuenzalida","raw_affiliation_strings":["Universidad Santa Mar\u00eda (Usm.cl), Caracas, Venezuela"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidad Santa Mar\u00eda (Usm.cl), Caracas, Venezuela","institution_ids":["https://openalex.org/I86326927"]}]}],"institutions":[],"countries_distinct_count":3,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.0851,"has_fulltext":false,"cited_by_count":7,"citation_normalized_percentile":{"value":0.87813505,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":95},"biblio":{"volume":null,"issue":null,"first_page":"353","last_page":"364"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12028","display_name":"Knowledge Management and Sharing","score":0.9797000288963318,"subfield":{"id":"https://openalex.org/subfields/3315","display_name":"Communication"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12028","display_name":"Knowledge Management and Sharing","score":0.9797000288963318,"subfield":{"id":"https://openalex.org/subfields/3315","display_name":"Communication"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10636","display_name":"Innovative Teaching and Learning Methods","score":0.9519000053405762,"subfield":{"id":"https://openalex.org/subfields/3204","display_name":"Developmental and Educational Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10970","display_name":"Team Dynamics and Performance","score":0.9355000257492065,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.6990540027618408},{"id":"https://openalex.org/keywords/customer-knowledge","display_name":"Customer knowledge","score":0.6480547189712524},{"id":"https://openalex.org/keywords/competitive-advantage","display_name":"Competitive advantage","score":0.6027824282646179},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5453022718429565},{"id":"https://openalex.org/keywords/customer-base","display_name":"Customer base","score":0.5003640651702881},{"id":"https://openalex.org/keywords/active-listening","display_name":"Active listening","score":0.4609646499156952},{"id":"https://openalex.org/keywords/order","display_name":"Order (exchange)","score":0.45089343190193176},{"id":"https://openalex.org/keywords/knowledge-base","display_name":"Knowledge base","score":0.4476168751716614},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.41630619764328003},{"id":"https://openalex.org/keywords/social-media","display_name":"Social media","score":0.41293954849243164},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.2833665609359741},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.2745298743247986},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.27313756942749023},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.1343873143196106},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.13397112488746643},{"id":"https://openalex.org/keywords/sociology","display_name":"Sociology","score":0.11294296383857727}],"concepts":[{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.6990540027618408},{"id":"https://openalex.org/C2777802574","wikidata":"https://www.wikidata.org/wiki/Q18922868","display_name":"Customer knowledge","level":5,"score":0.6480547189712524},{"id":"https://openalex.org/C58546491","wikidata":"https://www.wikidata.org/wiki/Q1150207","display_name":"Competitive advantage","level":2,"score":0.6027824282646179},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5453022718429565},{"id":"https://openalex.org/C2777276756","wikidata":"https://www.wikidata.org/wiki/Q5196446","display_name":"Customer base","level":2,"score":0.5003640651702881},{"id":"https://openalex.org/C177291462","wikidata":"https://www.wikidata.org/wiki/Q423038","display_name":"Active listening","level":2,"score":0.4609646499156952},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.45089343190193176},{"id":"https://openalex.org/C4554734","wikidata":"https://www.wikidata.org/wiki/Q593744","display_name":"Knowledge base","level":2,"score":0.4476168751716614},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.41630619764328003},{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.41293954849243164},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.2833665609359741},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.2745298743247986},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.27313756942749023},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.1343873143196106},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.13397112488746643},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.11294296383857727},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.0},{"id":"https://openalex.org/C46312422","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-642-30867-3_32","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-30867-3_32","pdf_url":null,"source":{"id":"https://openalex.org/S2764905038","display_name":"Advances in intelligent systems and computing","issn_l":"2194-5357","issn":["2194-5357","2194-5365"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Advances in Intelligent Systems and Computing","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":18,"referenced_works":["https://openalex.org/W25631878","https://openalex.org/W177943097","https://openalex.org/W1556867621","https://openalex.org/W1575002351","https://openalex.org/W1591891602","https://openalex.org/W1593717170","https://openalex.org/W1660606661","https://openalex.org/W1840918127","https://openalex.org/W1971443941","https://openalex.org/W2118639955","https://openalex.org/W2146160051","https://openalex.org/W2247095457","https://openalex.org/W2331264359","https://openalex.org/W2401553319","https://openalex.org/W2473791496","https://openalex.org/W2491844207","https://openalex.org/W4248042901","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W4245125008","https://openalex.org/W3006496319","https://openalex.org/W4206630153","https://openalex.org/W802181494","https://openalex.org/W3000486499","https://openalex.org/W3028565946","https://openalex.org/W2808179555","https://openalex.org/W4367666069","https://openalex.org/W2293712441","https://openalex.org/W2155832626"],"abstract_inverted_index":null,"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":1},{"year":2013,"cited_by_count":1}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}