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Alternative pathways to utilizing customer knowledge: A fuzzy-set qualitative comparative analysis
2016
Journal of Business Research
This study explores alternative configurations of causes to customer knowledge utilization using a set theoretic approach with fuzzy set qualitative comparative analysis. The study uses a previous empirical dataset of Salojärvi, Sainio, and Tarkiainen (2010) to assess organizational factors that enhance customer knowledge utilization. The results show that use of key account management teams and customer relationship management systems are core predictors for high degrees of customer knowledge
doi:10.1016/j.jbusres.2016.04.160
fatcat:qe73nh5pjrezpeztkpqiptod7q