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Full-Text Articles in Databases and Information Systems
Differentiating Knowledge Processes In Organisational Learning: A Case Of “Two Solitudes”, Siu Loon Hoe, Steven Mcshane
Differentiating Knowledge Processes In Organisational Learning: A Case Of “Two Solitudes”, Siu Loon Hoe, Steven Mcshane
Research Collection School Of Computing and Information Systems
The fields of organizational behavior (OB)/strategy and marketing have taken different paths over the past two decades to understanding organizational learning. OB/strategy has been pre-occupied with theory development and case study illustrations, whereas marketing has taken a highly quantitative path. Although relying on essentially the same foundation theory, the two disciplines have had minimal crossfertilization. Furthermore, both fields tend to blur or usually ignore the distinction between structural and informal knowledge processes. The purpose of the paper is to highlight the distinction between informal and structural knowledge acquisition and dissemination processes and propose new definitions to differentiate them. Future research …
Applying Soft Cluster Analysis Techniques To Customer Interaction Information, Randall E. Duran, Li Zhang, Tom Hayhurst
Applying Soft Cluster Analysis Techniques To Customer Interaction Information, Randall E. Duran, Li Zhang, Tom Hayhurst
Research Collection School Of Computing and Information Systems
The number of channels available for companies and customers to communicate with one another has increased dramatically over the past several decades. Although some market segmentation efforts utilize high-level customer interaction statistics, in-depth information regarding customers’ use of different communication channels is often ignored. Detailed customer interaction information can help companies improve the way that they market to customers by taking into consideration customers’ behaviour patterns and preferences. However, a key challenge of interpreting customer contact information is that many channels have only been in existence for a relatively short period of time, and thus, there is limited understanding and …