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Title Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological Perspective
Authors Khosravi, A.
Rajabzadeh, M.
Zaloha, Viliam Oleksandrovych  
Dyadyura, I.
ORCID http://orcid.org/0000-0001-7444-485X
Keywords qualimetry
knowledge management
enterprise software development
TOPSIS
summarizing indicator
multicriteria quality assessment
dimensionless scale
Type Article
Date of Issue 2022
URI https://essuir.sumdu.edu.ua/handle/123456789/98624
Publisher Sciendo
License Creative Commons Attribution 4.0 International License
Citation Khosravi, Arash, Rajabzadeh, Morteza, Zaloga, Viliam and Dyadyura, Irina. "Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological Perspective" Management Systems in Production Engineering, vol.30, no.4, 2022, pp.291-297. https://doi.org/10.2478/mspe-2022-0037.
Abstract 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.
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