احمدی، ع.؛ زاده فر، م. ( 1390 ). بررسی وضعیت استفاده از بازاریابی رابطه ای برای ارتباط با مشتری در
صنعت هتلداری (مطالعة موردی: هتل پرشین پالاس). فصلنامة علمی پژوهشی دانش مدیریت
.23-40 :(8) بازرگانی، 3
انصاری، م.؛ رحمانی، ح.؛ رحمانی، ک.؛ پاسبانی، م.؛ عسگری، م. ( 1392 ). ارائة مدل مفهومی تأثیر
موفقیت پیاده سازی مدیریت دانش بر کسب مزیت رقابتی در شرک ت های کوچک و متوسط
.21-40 :(1) فصلنامة علمی پژوهشی دانش مدیریت بازرگانی، 5 .( SMEs)
بازرگان، عباس ( 1387 ). مقدم های بر رو شهای تحقیق کیفی و آمیخت ه: رویکردهای متداول در علوم
رفتاری. چاپ اول. تهران: انتشارات دیدار.
حسنقلی پور، ح.؛ قلی پور، آ.؛ محمدی قاضی، م.؛ روشندل اربطانی، ط . ( 1389 ). الزامات، ضرور ت ها و
مکانیزم های تجاری سازی دانش در دانشکده های مدیری ت . فصلنامة علمی پژوهشی دانش
.41-60 :(6) مدیریت بازرگانی، 2
موسی خانی، م.؛ حقیقی، م.؛ ترک زاده، س. ( 1391 ). ارائة مدلی جهت کسب وفاداری مشتری با استفاده از
مدیریت دانش مشتری در صنعت بانکداری کشور (بانک های خصوص ی ). فصلنام ة علمی
.147 -164 :(12) پژوهشی دانش مدیریت بازرگانی، 4
Kridan, A.B., Goulding, J.S. (2006). A case study on Knowledge Management
implementation in banking sector, The journal of information and knowledge
management systems, 36 (2): 211-222.
Al-Ghassani, A., Kamara, J., Anumba, C. and Carrillo, P. (2004). An innovative
approach to identifying knowledge management problems, Engineering,
Construction and Architectural Management, 11(5): 349-357.
Allee, V. (2008). The Knowledge Evolution, Butterworth-Heinemann, Boston, MA.
ی، دورة 6، شمارة 1، بهار 1393 بازرگا د 64
Bassi, L.J. (2007). Harnessing the power of intellectual capital, Training &
Development, 51(12): 25-30.
Beijerseuit, R.P. (2000). Knowledge management in small and medium-sized
companies: knowledge management for entrepreneurs, Journal of Knowledge
Management, 4(2): 162-79.
Bohn, R. (2004). Measuring and managing technological knowledge, Sloan
Management Review, 36(1): 61-72.
Bollinger, S. and Smith, D. (2001). Managing organisational knowledge as a
strategic asset, Journal of Knowledge Management, 5(1): 8-18.
Brown, J. and Duguid, P. (2008). Balancing act: how to capture knowledge without
killing it, Harvard Business Review, 78 (3): 73-80.
Siemieniuch, C.E., Sinclair, M.A. (2004). A framework for organizational readiness
for knowledge management, International Journal of Operations and
Production Management, 24 (1): 79-98.
Carneiro, A. (2000). How does knowledge management influence innovation and
competitiveness? Journal of Knowledge Management, 4: 287-98.
Cole-Gomolski, B. (1997). Users loath to share their know-how, Computerworld,
31(46): 6.
Curren, M.T., Folkes, V.S. and Steckel, J.H. (2009). Explanations for successful and
unsuccessful marketing decisions: the decision maker’s perspective, Journal
of Marketing, 56 (2): 18-31.
Damasio, A.R. (1999). The Feeling of What Happens: Body and Emotion in the
Making of Consciousness, Harcourt-Brace, New York, NY
Davenport, T.H. and Volpel, S. (2001). The rise of knowledge towards attention
management, Journal of Knowledge Management, 5 (3): 212-222.
Edvinsson, L. (2007). Developing intellectual capital at Skandia, Long Range
Planning, 30(3): 366-373.
Grant, J.H. and Gnyawali, D.R. (2005). Strategic process improvement through
organizational learning, Strategy & Leadership, 24(3): 28-33.
Grover, V. and Davenport, T.H. (2001). General perspectives on knowledge
management: fostering a research agenda, Journal of Management
Information Systems, 18 (1): 5-21.
Hibbard, J. and Carrillo, K.M. (2006). Knowledge revolution, Information Week,
5(663): 49-54.
تدوین و تبیین چارچوب استقرار مدیریت دانش مشتری... 65
Karmarkar, U. (2003). Will you survive the service revolution? Harvard Business
Review, 82(6): 100-107.
Kim, H.S., Kim, Y.G. (2007). A Study on Developing CRM Scorecard, In
Proceedings: 40th Annual Hawaii International IEEE Conference on System
Sciences (HICSS'07), Hawaii.
Klein, G. (1998). Sources of Power: How People Make Decisions, MIT Press,
Cambridge, MA.
KPMG Consulting (2000) Knowledge Management Research Report 2000, available
at: www.kpmg.interact.nl/publication/kmsurvey.shtml. (accessed 12 Nov
2003).
Maglitta, J. (1995). Smarten up!, Computerworld, 29(23): 84.
Manville, B. and Foote, N. (2004). Harvest your workers’ knowledge, available at:
www.datamation.com/PlugIn/Issues/1996/July/07know1.html (accessed 23
May 2005).
Martensson, M. (2000). A critical review of knowledge management as a
management tool, Journal of Knowledge Management, 4(3): 204-16.
Mayo, A. (1998). Memory bankers, People Management, 4(2): 34-38.
Moffett, S., McAdam, R. and Parkinson, S. (2002). Developing a model for
technology and cultural factors in knowledge management: a factor analysis,
Knowledge and Process Management, 9(4): 237-255.
Nonaka, I. and Takeuchi, H. (1995). The Knowledge Creating Company – How
Japanese Companies Create the Dynamics of Innovation, Oxford University
Press, Oxford.
Quinn, J.B. (1992a). Intelligent Enterprise: A Knowledge and Service Based
Paradigm for Industry, Free Press, New York, NY.
Reich, R. (2001). The Work of Nations: Preparing Ourselves for the 21st Century,
Vintage Books, New York, NY.
Rigby, D.K., Reichheld, F.F. & Schefter, P. (2002). Avoid the Four Perils of CRM,
Harvard Business Review, 80(2): 101–109.
Roth, A.V. (2008). Achieving strategic agility through economies of knowledge,
Strategy & Leadership, 24(2): 30-37.
Teece, D.J. (2006). Capturing value from knowledge assets, California Management
Review, 40 (3): 55-79.
Toffler, A. (2000). Powershift: Knowledge, Wealth and Violence at the Edge of the
21st Century, Bantam Books, New York, NY.
ی، دورة 6، شمارة 1، بهار 1393 بازرگا د 66
Wiig, K.M. (1994). Knowledge Management: The Central Management Focus for
Intelligent-Acting Organizations, Schema Press, Arlington, TX.
Zanjani, M. S., Rouzbehani, R., & Dabbagh, H. (2008). Proposing a conceptual
model of customer knowledge management. International Journal of Human
and Social Sciences, 2(2): 60-64.
Zanjani, M. S., Sakhaee, N., & Shahbaznezhad, H. (2009). Mechanisms of customer
knowledge management in e-commerce websites. Research Journal of
Information Technology, 1(2): 86–93.
)