<abstract xmlns="http://www.w3.org/1999/xhtml">

<p>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.</p>
</abstract>

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.

Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological Perspective

Management Systems in Production Engineering

This work is licensed under the Creative Commons Attribution 4.0 International License.

In this study, Knowledge-Based View (KBV) and Theory of Technology in a Generic Customer Knowledge Management (CKM) Framework were assimilated to demonstrate...

Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological Perspective

Published Online: Oct 29, 2022

Page range: 291 - 297

DOI: https://doi.org/10.2478/mspe-2022-0037

Keywords
qualimetry, knowledge management, enterprise software development, TOPSIS, summarizing indicator, multicriteria quality assessment, dimensionless scale

© 2022 Arash Khosravi et al., published by Sciendo

This work is licensed under the Creative Commons Attribution 4.0 International License.

Customer Knowledge Management in Enterprise Software Development Companies: Organizational, Human and Technological Perspective

Published Online: Oct 29, 2022

Page range: 291 - 297

DOI: https://doi.org/10.2478/mspe-2022-0037

Keywordsqualimetry, knowledge management, enterprise software development, TOPSIS, summarizing indicator, multicriteria quality assessment, dimensionless scale

© 2022 Arash Khosravi et al., published by Sciendo

This work is licensed under the Creative Commons Attribution 4.0 International License.

Keywords
qualimetry, knowledge management, enterprise software development, TOPSIS, summarizing indicator, multicriteria quality assessment, dimensionless scale