{"id":"https://openalex.org/W2126997740","doi":"https://doi.org/10.1142/s0219649208002020","title":"Towards Customer Knowledge Relationship Management: Integrating Knowledge Management and Customer Relationship Management Process","display_name":"Towards Customer Knowledge Relationship Management: Integrating Knowledge Management and Customer Relationship Management Process","publication_year":2008,"publication_date":"2008-09-01","ids":{"openalex":"https://openalex.org/W2126997740","doi":"https://doi.org/10.1142/s0219649208002020","mag":"2126997740"},"language":"en","primary_location":{"id":"doi:10.1142/s0219649208002020","is_oa":false,"landing_page_url":"https://doi.org/10.1142/s0219649208002020","pdf_url":null,"source":{"id":"https://openalex.org/S30163770","display_name":"Journal of Information & Knowledge Management","issn_l":"0219-6492","issn":["0219-6492","1793-6926"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319815","host_organization_name":"World Scientific","host_organization_lineage":["https://openalex.org/P4310319815"],"host_organization_lineage_names":["World Scientific"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Information & Knowledge Management","raw_type":"journal-article"},"type":"article","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/A5058509827","display_name":"Haroun Alryalat","orcid":null},"institutions":[{"id":"https://openalex.org/I145380033","display_name":"Amman Arab University","ror":"https://ror.org/039xekb14","country_code":"JO","type":"education","lineage":["https://openalex.org/I145380033"]}],"countries":["JO"],"is_corresponding":true,"raw_author_name":"Haroun Alryalat","raw_affiliation_strings":["The Arab Academy for Banking and Financial Sciences, Amman-Jordan, Jordan"],"affiliations":[{"raw_affiliation_string":"The Arab Academy for Banking and Financial Sciences, Amman-Jordan, Jordan","institution_ids":["https://openalex.org/I145380033"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5050736205","display_name":"Samer Al Hawari","orcid":null},"institutions":[{"id":"https://openalex.org/I146367977","display_name":"Applied Science Private University","ror":"https://ror.org/01ah6nb52","country_code":"JO","type":"education","lineage":["https://openalex.org/I146367977"]}],"countries":["JO"],"is_corresponding":false,"raw_author_name":"Samer Al Hawari","raw_affiliation_strings":["Applied Science Private University, Jordan"],"affiliations":[{"raw_affiliation_string":"Applied Science Private University, Jordan","institution_ids":["https://openalex.org/I146367977"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5058509827"],"corresponding_institution_ids":["https://openalex.org/I145380033"],"apc_list":null,"apc_paid":null,"fwci":3.5195,"has_fulltext":false,"cited_by_count":33,"citation_normalized_percentile":{"value":0.92921873,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"07","issue":"03","first_page":"145","last_page":"157"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T14064","display_name":"Organizational and Employee Performance","score":0.9901000261306763,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T14064","display_name":"Organizational and Employee Performance","score":0.9901000261306763,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T13204","display_name":"Competitive and Knowledge Intelligence","score":0.989799976348877,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14356","display_name":"Organizational Leadership and Management Strategies","score":0.9850999712944031,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-knowledge","display_name":"Customer knowledge","score":0.7714897394180298},{"id":"https://openalex.org/keywords/customer-intelligence","display_name":"Customer intelligence","score":0.6901711225509644},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.6717097163200378},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.656887412071228},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.5986071228981018},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5812007188796997},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.580238938331604},{"id":"https://openalex.org/keywords/enterprise-relationship-management","display_name":"Enterprise relationship management","score":0.5716325640678406},{"id":"https://openalex.org/keywords/customer-to-customer","display_name":"Customer to customer","score":0.5621854066848755},{"id":"https://openalex.org/keywords/voice-of-the-customer","display_name":"Voice of the customer","score":0.5476691722869873},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.4629531502723694},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.4539168179035187},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.42674940824508667},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4095507860183716},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.24058374762535095},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.20734521746635437},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.0883793830871582}],"concepts":[{"id":"https://openalex.org/C2777802574","wikidata":"https://www.wikidata.org/wiki/Q18922868","display_name":"Customer knowledge","level":5,"score":0.7714897394180298},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.6901711225509644},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.6717097163200378},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.656887412071228},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.5986071228981018},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5812007188796997},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.580238938331604},{"id":"https://openalex.org/C27850374","wikidata":"https://www.wikidata.org/wiki/Q5380405","display_name":"Enterprise relationship management","level":5,"score":0.5716325640678406},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.5621854066848755},{"id":"https://openalex.org/C43595421","wikidata":"https://www.wikidata.org/wiki/Q7939596","display_name":"Voice of the customer","level":5,"score":0.5476691722869873},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.4629531502723694},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4539168179035187},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.42674940824508667},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4095507860183716},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.24058374762535095},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.20734521746635437},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0883793830871582},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1142/s0219649208002020","is_oa":false,"landing_page_url":"https://doi.org/10.1142/s0219649208002020","pdf_url":null,"source":{"id":"https://openalex.org/S30163770","display_name":"Journal of Information & Knowledge Management","issn_l":"0219-6492","issn":["0219-6492","1793-6926"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319815","host_organization_name":"World Scientific","host_organization_lineage":["https://openalex.org/P4310319815"],"host_organization_lineage_names":["World Scientific"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Information & Knowledge Management","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:wsi:jikmxx:v:07:y:2008:i:03:n:s0219649208002020","is_oa":false,"landing_page_url":"http://www.worldscientific.com/doi/abs/10.1142/S0219649208002020","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"},{"id":"pmh:oai:RePEc:wsi:jikmxx:v:07:y:2008:i:03:p:145-157","is_oa":false,"landing_page_url":"http://www.worldscinet.com/cgi-bin/details.cgi?type=html&id=pii:S0219649208002020","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure","score":0.5099999904632568}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":27,"referenced_works":["https://openalex.org/W66168604","https://openalex.org/W190520186","https://openalex.org/W1531053046","https://openalex.org/W1565686660","https://openalex.org/W1566309500","https://openalex.org/W1929708675","https://openalex.org/W2005309592","https://openalex.org/W2012654762","https://openalex.org/W2012768495","https://openalex.org/W2052309873","https://openalex.org/W2060914048","https://openalex.org/W2068455326","https://openalex.org/W2071766273","https://openalex.org/W2076111670","https://openalex.org/W2080356892","https://openalex.org/W2080422902","https://openalex.org/W2098118776","https://openalex.org/W2106728636","https://openalex.org/W2112454045","https://openalex.org/W2137989220","https://openalex.org/W2140282211","https://openalex.org/W2152170905","https://openalex.org/W2782375853","https://openalex.org/W3017122892","https://openalex.org/W3124027359","https://openalex.org/W4254994113","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W3123563146","https://openalex.org/W2355992165","https://openalex.org/W4239330915","https://openalex.org/W2126997740","https://openalex.org/W1938339998","https://openalex.org/W4200568866","https://openalex.org/W2384676552","https://openalex.org/W2044133607","https://openalex.org/W2480650560","https://openalex.org/W1968281843"],"abstract_inverted_index":{"Due":[0],"to":[1,21,28,70,85,140,170],"the":[2,10,14,30,59,119,122,141,163,172,180,187],"strong":[3],"competition":[4],"that":[5,186],"exists":[6],"among":[7],"organisations":[8,27],"and":[9,37,51,68,77,111,154],"rapid":[11],"change":[12],"in":[13,109,165],"business":[15],"environment,":[16],"knowledge":[17,126,130,133],"has":[18],"turned":[19],"out":[20],"become":[22],"a":[23,44,87,191],"key":[24],"source":[25],"for":[26,131,152],"enhance":[29],"competitive":[31],"advantage.":[32],"Integrating":[33],"Knowledge":[34,97,150,155],"Management":[35,40,99],"(KM)":[36],"Customer":[38,96],"Relationship":[39,98],"(CRM)":[41],"process":[42,63,145,169,189],"is":[43,84,116],"new":[45],"research":[46,50],"area,":[47],"therefore,":[48],"scientific":[49],"literature":[52],"around":[53],"it":[54],"remain":[55],"limited.":[56],"In":[57],"addition,":[58],"impact":[60],"of":[61,81,90,105,121,124,143],"KM":[62,91,110,144,168,188],"on":[64,103,176,194],"customer":[65,72,125],"acquisition,":[66],"retention,":[67],"expansion":[69],"improve":[71],"satisfaction":[73],"remains":[74],"under":[75],"study":[76],"report.":[78],"The":[79,113,159],"aim":[80],"this":[82,137],"paper":[83,138,160],"present":[86],"conceptual":[88],"framework":[89],"integrated":[92],"with":[93],"CRM":[94,173,195],"called":[95],"(CKRM)":[100],"Process":[101,147,151,156],"depending":[102],"analysis":[104,184],"various":[106],"models":[107],"presented":[108],"CRM.":[112],"main":[114],"highlighting":[115],"laid":[117],"upon":[118],"concepts":[120],"concept":[123],"(knowledge":[127],"about":[128,148],"customer,":[129,132],"from":[134,157,179,183],"customer).":[135],"Therefore,":[136],"contributes":[139],"development":[142],"(Knowledge":[146],"Customer,":[149,153],"Customer).":[158],"investigated":[161],"how":[162],"companies":[164],"Jordan":[166],"developed":[167],"improvement":[171],"process.":[174,196],"Based":[175],"data":[177],"collected":[178],"company,":[181],"results":[182],"indicated":[185],"had":[190],"positive":[192],"effect":[193]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2017,"cited_by_count":3},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":5},{"year":2014,"cited_by_count":4},{"year":2013,"cited_by_count":6},{"year":2012,"cited_by_count":4}],"updated_date":"2026-04-05T17:49:38.594831","created_date":"2025-10-10T00:00:00"}