Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Redesigning the Customer Support Process for the Electronic Economy: Insights From Storage Dimensions1

11 references·16 citing·31 second hop

FromToDepth

this work references cited by second hop

References

1991Exploration and Exploitation in Organizational Learning21,910 cited
1995The Knowledge-Creating Company17,992 cited
1998The Knowledge-Creating Company14,621 cited
1993Process innovation: reengineering work through information technology4,378 cited
1977Breaking Free from Product Marketing2,056 cited
1995Service Quality: A Measure of Information Systems Effectiveness1,765 cited
1992Intelligent Enterprise: A Knowledge and Service Based Paradigm for Industry1,078 cited
1996Frontiers of Electronic Commerce977 cited
1995The Discipline of Market Leaders740 cited
1988The Service Factory258 cited
1987Information Technology, Organization, and the Response to Strategic Challenges236 cited

Cited by

2007Towards a Successful CRM Implementation in Banks: An Integrated Model129 cited
2001Distributed knowledge management based on product state models — the case of decision support in health care administration110 cited
1999Managing information technology (IT) for one-to-one customer interaction104 cited
2011Productivity and Performance Effects of Business Process Reengineering: A Firm-Level Analysis

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

84 cited

2004The state of business process reengineering: a search for success factors79 cited

2012The Effect of CRM Outsourcing on Shareholder Value: A Contingency Perspective70 cited

2006An adaptive strategy for managing knowledge in organizations66 cited

2007On network externalities, e‐business adoption and information asymmetry60 cited

2014How Customer Participation in B2B Peer-to-Peer Problem-Solving Communities Influences the Need for Traditional Customer Service56 cited

2011Offshore outsourcing of customer relationship management: conceptual model and propositions49 cited

2002Enterprise integration: creating competitive capabilities48 cited

2009Communal Service Delivery: How Customers Benefit from Participation in Firm-Hosted Virtual P3 Communities44 cited

2009Process completeness: Strategies for aligning service systems with customers’ service needs42 cited

2011Knowledge exploration and exploitation: The impacts of psychological climate and knowledge management system access40 cited

2003The challenge of knowledge management systems40 cited

2012Building member attachment in online communities34 cited