Wiki as a Customer Knowledge Management Tool in Websites
Publish place: International Journal of Industrial Engineering & Production Research، Vol: 23، Issue: 3
Publish Year: 1391
نوع سند: مقاله ژورنالی
زبان: English
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شناسه ملی سند علمی:
JR_IJIEPR-23-3_006
تاریخ نمایه سازی: 7 شهریور 1393
Abstract:
The present research is conducted to show that organizations can use wiki to attract customers purchase intention inside the e-commerce context. Considering the relation between wiki and ecommerce for CRM, this research tries to explore the characteristics such as perceived risk, customer experience, knowledge sharing culture, trust and knowledge sharing in wiki tool impact on purchase intentions in the web site. By using multidimensional analysis, this study shows that choosing a suitable tool for hosting in the websites in order to gather essential knowledge from customers plays an important role in explaining certain customer online behavior. In particular, the researchers propose a model that explains wikis require a culture of collaboration and sharing in an online environment to achieve a win-win situation between customers and producers.
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Authors
R. Samizadeh
Department of Industrial Engineering, Alzahra University, Tehran,
S. Parsaie Mehr
Department of Industrial Engineering, Alzahra University, Tehran,