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Journal cover: Journal of Systems and Information Technology

Journal of Systems and Information Technology

ISSN: 1328-7265

Online from: 1997

Subject Area: Information and Knowledge Management

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Customer-centric relationship management system development: A generative knowledge integration perspective

Document Information:
Title:Customer-centric relationship management system development: A generative knowledge integration perspective
Author(s):Say Yen Teoh, (School of Business Information Technology, RMIT University, Melbourne, Australia), Shan L. Pan, (Department of Information System, School of Computing, National University of Singapore, Singapore)
Citation:Say Yen Teoh, Shan L. Pan, (2009) "Customer-centric relationship management system development: A generative knowledge integration perspective", Journal of Systems and Information Technology, Vol. 11 Iss: 1, pp.4 - 23
Keywords:Case studies, Customer relations, Customer service management, Management information systems
Article type:Research paper
DOI:10.1108/13287260910932386 (Permanent URL)
Publisher:Emerald Group Publishing Limited

Purpose – This study aims to create and deploy new configurations of resources via understanding issues concerning generative knowledge integration (KI) to create a customer-centric relationship management system.

Design/methodology/approach – A qualitative case study of a public-listed housing developer was conducted to analyze its main issues and conceptualize the underlying generative knowledge integration process.

Findings – Issues concerning generating KI were identified from the case study. The conceptualization of generative KI encompasses three main generative KI mechanisms, knowledge conceptualization, knowledge convergence, and knowledge assimilation, that are connected by three generative KI processes: accessing and exchanging knowledge, articulating and exchanging knowledge, and combining and exchanging knowledge.

Practical implications – The importance of understanding the concept of generative knowledge integration for practitioners is emphasized, and suggestions are given to promote the deployment of knowledge integration generation throughout system development.

Originality/value – The research conducted is unique in that a new model of generative knowledge integration is proposed, contributing to the knowledge integration literature in terms of the uncovering the three new generative KI mechanisms and processes.

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