journal of sustainable studies joss
The role of customer knowledge management in developing cognitive capabilities
An analytical study of the opinions of a sample of employees and agents of Asiacell Telecom in the Middle Euphrates
Prof. Dr. Sanaa Jawad Kazem Fatima Tawfiq Jaber Tarf
Department of Business Administration, College of Administration and Economics, University of Al-Qadisiyah, Iraq
Abstract:
The current study aimed to reveal the nature of the role of customer knowledge management represented by (customer knowledge, knowledge about the customer, and knowledge from the customer) in developing cognitive abilities represented by (human cognitive abilities, structural cognitive abilities, cultural cognitive abilities, and technical cognitive abilities), as The study attempts to address a realistic problem that is reflected in the development of cognitive capabilities among the employees of the Asiacell Telecommunication Services Company and the agents dealing with it through the investment of customer knowledge management. (454), meaning a response rate of (90.8%), and it was analyzed using the advanced statistical program (SPSS.V.26 & AMOS.V.25), and the current study is a pioneer in its variables, as it deals with important variables that will shed light on How to invest customer knowledge management in the development of cognitive capabilities, the study summarized a set of conclusions, the most prominent of which is that the dimensions of customer knowledge management in its dimensions (customer knowledge, knowledge about the customer, and knowledge From the customer) positively affect the cognitive abilities represented by (human cognitive abilities, structural cognitive abilities, cultural cognitive abilities, and technical cognitive abilities).
Keywords: (customer knowledge management, cognitive capabilities, customer knowledge, knowledge about the customer, and knowledge from the customer).
17-_دور ادارة معرفة الزبون في تطوير القابليات المعرفية__ (1)