Paper Title :Knowledge Management Processes as an Enablers for Customer Service Quality

Author :Adelodeh Al-Hashem

Article Citation :Adelodeh Al-Hashem , (2019 ) " Knowledge Management Processes as an Enablers for Customer Service Quality " , International Journal of Management and Applied Science (IJMAS) , pp. 55-58, Volume-5,Issue-12

Abstract : The purpose of this research paper is to explore the impact of knowledge management processes on the customer service quality in Jordan's telecommunications sector. Moreover, the research paper also introduces an insight into the importance of knowledge management processes in achieving better services level. A purposive sample was used according to the nature of variable items. A developed questionnaire was used to collect data, a total of (189) questionnaires valid for analysis purposes. The findings of this research indicate that is a significant impact of knowledge management processes ((Knowledge discovery, knowledge capture, and knowledge sharing and knowledge application) on the service quality in the researched companies and the knowledge discovery is the most important process that can increase the quality of customer service. The research concluded business firms should concentrate on knowledge management processes as a strategy to differentiate itself from others. Keywords - Knowledge management processes, Customer Service Quality.

Type : Research paper

Published : Volume-5,Issue-12

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