THE IMPACT OF CUSTOMER KNOWLEDGE MANAGEMENT ON LEARNING ORGANIZATIONS AND STRATEGIC ORIENTATION /
AYMAN SULTAN; SUPERVISOR: PROF. DR. MUSTAFA SAĞSAN
- 87 sheets; 31 cm. Includes CD
Thesis (MBA) - Cyprus International University. Institute of Graduate Studies and Research Business Administration Department
Includes bibliography (sheets 53-59)
ABSTRACT Customer knowledge management has obtained little interest within-side the knowledge control literature, it has emerged as a basic fundamental control problem for most firms. Customer knowledge management is the data that defines consumer`s behavior, such as their preferred intake, and intake behavior characteristics. Studying and understanding the impact of customer knowledge management and its effect on learning organization and strategic orientation, and finding the connections between our independent/dependent variables, will lead us to our purpose and enrichen our knowledge on how this impact is necessary for every organization success. For customer knowledge management and the relationship between our variables hasn’t been quite studied to its potential, this is why this study been applied and hopefully will open doors to future research as only by reaching high and snatching the essence of customer knowledge management can the world of business and many more will be able to unlock new potentials and reach higher levels of success. This relationship is examined by applying a quantitative questionnaire sent to the employees and managers in the top 10 banks of Lebanon, by knowing the strategies that they are adopting to strive in their workplace, as well as the environment that is taking place inside the organization, whether bad, good and meet theirs and the customer’s expectations and needs. Keywords: Customer Knowledge Management Barriers, Customer Knowledge Management, Customer Orientation, Learning Organization, Strategic Orientation