Napredna pretraga

Pregled bibliografske jedinice broj: 434217

Importance of Knowledge Management and Employees in Achieving a Customer-Oriented Organization


Črnjar, Kristina; Dlačić, Jasmina; Fatur Krmpotić, Irena
Importance of Knowledge Management and Employees in Achieving a Customer-Oriented Organization // Knowledge and business challenge of globalization: proceedings of the 1st international scientific conference / Merkač Skok, Marjana ; Cingula, Marijan (ur.).
Celje, Slovenija: Fakulteta za komercijalne in poslovne vede, 2009. str. 59-68 (predavanje, međunarodna recenzija, cjeloviti rad (in extenso), znanstveni)


Naslov
Importance of Knowledge Management and Employees in Achieving a Customer-Oriented Organization

Autori
Črnjar, Kristina ; Dlačić, Jasmina ; Fatur Krmpotić, Irena

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
Knowledge and business challenge of globalization: proceedings of the 1st international scientific conference / Merkač Skok, Marjana ; Cingula, Marijan - Celje, Slovenija : Fakulteta za komercijalne in poslovne vede, 2009, 59-68

ISBN
978-961-6603-94-2

Skup
1. international scientific conference - Knowledge and business challenge of globalisation

Mjesto i datum
Celje, Slovenija, 12-13.11.2009

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
Customer knowledge management; customer-oriented organization

Sažetak
In the knowledge economy, to achieve sustainable competitive advantage, organizations are starting to shift their focus to customers (customers, suppliers, partners, etc.) and use knowledge-based strategies to reach them. The concept of knowledge management is starting to be recognized and accepted as a powerful tool for business development. One of the very important goals of knowledge management is to build an organization that can “see” and “know” their customers for they are the drivers of any business. Over time, customers and an organization develop a relationship, and knowledge derived from this relationship is referred to as customer knowledge. // The quality of employees and its impact on the quality of customer service are going to be vital in gaining a competitive advantage especially in service intensive industries. There is at present little understanding of the way employees contribute to achieving a customer-oriented organization. Organizations that will be able to link their human capital (what employees know) with the social capital (relationship networks) will be able to leverage their own effectiveness.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

Napomena
Sažetak rada je objavljen u tiskanome Book of abstracts "Knowledge and business challenge of globalisation", str. 17. ISBN 978-961-6603-90-4.



POVEZANOST RADA


Projekt / tema
081-0811403-1409 - Ljudski potencijali i ekonomski razvoj Hrvatske (Nada Karaman Aksentijević, )
081-1151212-1454 - Strateški marketing - stvaranje identiteta konkurentnog gospodarstva (Bruno Grbac, )
116-0000000-0758 - Upravljanje znanjem i kadrovima u turizmu kao značajkom hrvatskog identiteta (Vidoje Vujić, )

Ustanove
Ekonomski fakultet, Rijeka,
Fakultet za menadžment u turizmu i ugostiteljstvu, Opatija