文章基本信息

标题：CUSTOMER KNOWLEDGE MANAGEMENT IN SOFTWARE DEVELOPMENT: A DESCRIPTIVE FIELD SURVEY
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作者：ARASH KHOSRAVI ; AB RAZAK CHE HUSSIN ; BEHROUZ MINAEI-BIDGOLI 等
期刊名称：Journal of Theoretical and Applied Information Technology
印刷版ISSN：1992-8645
电子版ISSN：1817-3195
出版年度：2017
卷号：95
期号：2
出版社：Journal of Theoretical and Applied
摘要：Customer Knowledge (CK) plays an important role in the production of high quality and innovative software products. However, there has been little comprehensive academic research on the enablers of customer-specific knowledge. Therefore, study aims to analyze Customer Knowledge Management (CKM) enablers for enterprise software development companies. Survey questionnaires were distributed to software companies and results showed that most firms focus their efforts more on Technological Infrastructure and less on Human and Organizational CKM enablers. Results demonstrated low positive percent ratings for Human Antecedents (Individual Competences & Skills) and Organizational enablers (Customer Involvement, CKM Strategy Development and Training). This study contributes to the CKM domain by revealing essential elements that better enable enterprise software development firms to enhance software quality and produce innovative products. The author recommends that software companies place greater emphasis on Human and Organizational enablers for the successful implementation of CKM strategies.
关键词：Customer Engagement; Customer Knowledge Management (CKM); CKM Challenges; Software Quality; Software Innovation; Enterprise Software Development