000			00898npc a2200157Ia 4500
008			140613s2013 xx 000 0 und d
060			_a658.87
100			_aMUKHERJI, SOURAV
245		2	_aA framework for managing customer knowledge in retail industry
260			_c2013
300			_a95-103
520			_aCustomer knowlege can be a critical source of competitive advantage in retail business. In this theoretical paper, three sources of customer lnowledge are identified in the retail environment, namely customer transactions, customer interactions and customer communities of practices. Lessons for managing these three types of knowledge are derived from knowlegdge management practices of knowledge intensive service industries such as management consulting and software development.
653			_aMARKETING
773			_oP14788 _nM _927804 _011182 _tMANAGEMENT REVIEW
942			_2ddc _cARTCL
999			_c11737 _d11737