The Effect of customer relationship management systems on the knowledge creation of customer in the Income Tax

Present research aims to determine investigating the effect of customer relationship management systems on the knowledge production of customer in the Tax departments South of Tehran. Because of extensive study population on the one hand and on the other hand, since the number study population is unknown, to determine the minimum required sample size, the Cochran second formula is used. The instrument for gathering data was a questionnaire from the article of Khoda Karami and Chan. required information is adapted by the questionnaire- based on research model and is responded by 384 employees. The structural equation modeling (SEM) is used to analyze data and reliability through Cronbach's alpha, which is 0.906 has been measured. The result of this study confirmed that earn, applying and diffusion of knowledge has a significant positive effect on customer relationship management. Results of the research showed that in general, customers relationship management systems on knowledge and its components including the creation and sharing in the population studied, had a positive and significant impact.

Keywords:

Income Tax , Relationship management systems , knowledge production , knowledge sharing