Customer knowledge management in enterprise software development companies: organizational, human and technological perspective

• Autorzy: Khosravi Arash , Rajabzadeh Morteza , Zaloga Viliam , Dyadyura Irina

Identyfikatory

DOI

10.2478/mspe-2022-0037

• Języki publikacji: EN

Abstrakty

EN

In this study, Knowledge-Based View (KBV) and Theory of Technology in a Generic Customer Knowledge Management (CKM) Framework were assimilated to demonstrate the Organizational, Human and Technological antecedent factors that enable CKM processes to improve software product quality. A Theoretical CKM Framework was developed by extracting Human, Organizational and Technological factors from the literature, then, the “Technique for Order of Preference by Similarity to Ideal Solution” (TOPSIS) Multi-Criteria Decision Making (MCDM) method was applied to find the importance level of factors to CKM development in software companies. The weight and priority of factors were determined by 31 experts in enterprise software development companies. The results show that, from an expert viewpoint, CKM antecedent factors are categorized into high priority and low priority groups. Organizational factors such as “Customer Involvement”, “Customer-Centric Culture” and “CKM Strategy Development” are high priority.

Słowa kluczowe

EN

qualimetry; knowledge management; enterprise software development; TOPSIS; summarizing indicator; multicriteria quality assessment; dimensionless scale

• Wydawca: STE GROUP
• Czasopismo: Management Systems in Production Engineering
• Rocznik: 2022
• Tom: nr 4 (30)
• Strony: 291--297
• Opis fizyczny: Bibliogr. 74 poz., rys., tab.

Twórcy

autor

Khosravi Arash

• Mahallat Institute of Higher Education Faculty of Engineering Mahallat, Iran

• https://orcid.org/0000-0003-0712-4447

autor

Rajabzadeh Morteza

• Mahallat Institute of Higher Education Faculty of Engineering Mahallat, Iran

• https://orcid.org/ID%3A+0000-0003-2776-5049

autor

Zaloga Viliam

• Sumy State University Faculty of Technical Systems and Energy Efficient Technologies Rymskogo-Korsakova st. 2, 40007 Sumy, Ukraine

• https://orcid.org/0000-0001-7444-485X

autor

Dyadyura Irina

• Sumy State University Medical Institute 40007 Sumy, Ukraine

• https://orcid.org/0000-0002-5529-6406

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Uwagi

Opracowanie rekordu ze środków MEiN, umowa nr SONP/SP/546092/2022 w ramach programu „Społeczna odpowiedzialność nauki” - moduł: Popularyzacja nauki i promocja sportu (2022-2023).