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How Customer Knowledge Management is Becoming a Dominant Industry Trait
Abstract
This chapter provides a detailed review of the literature to understand the origin and nature of CKM, its major theoretical tenets, and well-known CKM models to underscore what is needed if an organization considers working on CKM. The synthesis of key CKM models has brought out valuable insights to assist and further any empirical study in this field. This chapter may serve as a comprehensive reference material for future researchers.
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