Факультет технічних систем і енергоефективних технологій (ТеСЕТ)
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Item Hybrid multi-criteria decision making model for customer knowledge management in software industry(MM Publishing, 2022) Krenicky, T.; Rajabzadeh, M.; Khosravi, A.; Залога, Вільям Олександрович; Zaloha, Viliam Oleksandrovych; Zaborowski, T.In this study, the enablers of Customer Knowledge Management (CKM) software companies are investigated. Consequently, the conceptual CKM enabler model is developed by extracting “organizational”, “technological” and “human” factors from the literature. Then, a Multi-Criteria Decision-Making (MCDM) approach is applied to identify the dependence relationships of factors by using the Analytic Network Processes (ANP) and the Decision-Making Trial and Evaluation Laboratory (DEMATEL) techniques. The inter-dependencies significance among the factors is evaluated by DEMATEL. ANP technique is used in order to clarify the relative significance of the factors and identify the weight and priority. The results show that the “organization” dimension is the most considerable aspect of enhancing CKM in software development. The “organization” aspect has more interaction with other aspects and activates the “technology” and “human” factors. In addition, “technology” is the second dimension that influences “human” and “organization”. Due to the importance of CKM for organizations, this research provides a significant contribution in the context of CKM by extracting and ranking the CKM antecedent factors for enterprise software development context.Item Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological Perspective(Sciendo, 2022) Khosravi, A.; Rajabzadeh, M.; Залога, Вільям Олександрович; Zaloha, Viliam Oleksandrovych; Dyadyura, I.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.