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Knowledge Management Driving Customer Behavior, Daniele Ventaglio
Knowledge Management Driving Customer Behavior, Daniele Ventaglio
Theses and Dissertations
Addressing the needs and wants of the customers increases the intention of the customers to remain loyal to the company that satisfies their wants and needs. Knowledge Management (KM) and Customer Relationship Management (CRM) have both been shown to impact customer behavior. The purpose of this thesis was to explore and understand the impact of KM supported by a CRM on customer behaviors, specifically customer loyalty and customer perceived value. The results indicate that in order for KM and CRM to be effective in affecting positive changes in organizations, certain conditions need to be met. These include having employees perceive …
Building A Sustainable Learning And Development Culture Through Communities Of Practice, John Atwood
Building A Sustainable Learning And Development Culture Through Communities Of Practice, John Atwood
Theses and Dissertations
The world has become considerably smaller through the effects of technology, media, science, transportation, the Internet, and the spread of global commerce. There has been a great deal of discussion about how to manage knowledge and foster individual, group, and organizational learning. The purpose of this study was to investigate the practices and behaviors that led to the formation of communities of practice (CoPs) in a multinational corporation, their impact on distributed global offices, and their influence on a learning and development culture. The study addressed the following question: What impact do CoPs have on a multinational corporation's learning and …
The Role Of A Facilitated Online Workspace Component Of A Community Of Practice: Knowledge Building And Value Creation For Nasa, Bradford Thomas Davey
The Role Of A Facilitated Online Workspace Component Of A Community Of Practice: Knowledge Building And Value Creation For Nasa, Bradford Thomas Davey
Theses and Dissertations
The purpose of this study was to examine the role of an online workspace component of a community in the work of a community of practice. Much has been studied revealing the importance of communities of practice to organizations, project success, and knowledge management and some of these same successes hold true for virtual communities of practice. Study participants were 75 Education and Public Outreach community members of NASA's Science Mission Directorate Earth Forum. In this mixed methods study, online workspace metrics were used to track participation and a survey completed by 21 members was used to quantify participation. For …
Knowledge Management And The Retirement Workforce In Theme Parks, Carim Castro
Knowledge Management And The Retirement Workforce In Theme Parks, Carim Castro
Theses and Dissertations
Companies are seeing valuable knowledge leave the organization as older workers eventually retire taking with them all their knowledge gained, however few companies have begun to focus on knowledge transfer from older to younger workers. Due to the economic downturn, many Baby Boomers are remaining in the workforce longer than planned. Therefore, the time is critical for organizations to act now. The purpose of this study was to understand what theme parks can do to leverage the knowledge base of its retirement workforce before they leave the company, which factors prevent or influence this knowledge transfer and the role of …