Description

The aim of the thesis is to find ways of using customer knowledge (and not just data about the customer) for effective customer knowledge management. This raises the question of which knowledge is relevant and which methods can be used to make it explicit. In particular, the focus is on transferring activity theory to CKM, especially to the process of knowledge explication. An empirical study is carried out using a method derived from this, which is based on the Critical Incident Technique.

Editor

Michaela Mader

Adviser

Dr. Jeannette Hemmecke

Field of Research

Organizational Learning