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An Enterprise Model for Customer-Centric Knowledge Management and Knowledge-Oriented Customer Relationship Management

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DOI: 10.4018/978-1-4666-2625-6.ch024
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Chan, Joseph O. "An Enterprise Model for Customer-Centric Knowledge Management and Knowledge-Oriented Customer Relationship Management." Supply Chain Management: Concepts, Methodologies, Tools, and Applications. IGI Global, 2013. 394-413. Web. 17 Apr. 2014. doi:10.4018/978-1-4666-2625-6.ch024


Chan, J. O. (2013). An Enterprise Model for Customer-Centric Knowledge Management and Knowledge-Oriented Customer Relationship Management. In I. Management Association (Ed.), Supply Chain Management: Concepts, Methodologies, Tools, and Applications (pp. 394-413). Hershey, PA: Business Science Reference. doi:10.4018/978-1-4666-2625-6.ch024


Chan, Joseph O. "An Enterprise Model for Customer-Centric Knowledge Management and Knowledge-Oriented Customer Relationship Management." In Supply Chain Management: Concepts, Methodologies, Tools, and Applications, ed. Information Resources Management Association, 394-413 (2013), accessed April 17, 2014. doi:10.4018/978-1-4666-2625-6.ch024

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An Enterprise Model for Customer-Centric Knowledge Management and Knowledge-Oriented Customer Relationship Management
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Knowledge management and customer relationship management are two key ingredients for value creation in the new economy. The merging of these business strategies has created two enterprise perspectives, customer-centric knowledge management (CCKM) and knowledge-oriented customer relationship management (KCRM). CCKM concerns the processes of managing customer knowledge, whereas KCRM concerns the application of knowledge to enhance CRM processes. Enterprise modeling provides a compositional framework for requirement specifications of interrelated components of an enterprise. This chapter presents an enterprise model for CCKM and KCRM that provides an integrated framework for customer knowledge and operational assets, spanning the different levels of an enterprise and across the various dimensions of the CRM ecosystem.
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Business firms in the new economy of the 21st century fueled by globalization and the Internet operate in a virtual environment where products and services can be created and distributed without the traditional boundaries of organizations, locations and time. In this networked economy, where a company may not produce or distribute the products it sells, the key ingredients to success are the customer base and the know-how. Notable examples of this phenomenon include companies such as personal computer manufacturers outsourcing production to offshore or contract manufacturers, and distribution to third party logistics companies. Premium leather jackets could be designed in Italy, but manufactured in China. The network-based virtual company model, enabled by globalization and the Internet, becomes the trend in the 21st century. The model is exemplified by the Hong Kong-based Li and Fung Company which manages production and shipment of garments for fashion companies in the United States, outsourcing all of its work to a network of thousands of suppliers in thirty-seven countries over the world (Laudon and Laudon 2010). Customer relationship management (CRM) and knowledge management (KM) are critical success factors of value creation for competitive advantages in the new economy.

As CRM and KM converge in business strategies, two perspectives emerge: customer-centric knowledge management (CCKM) and knowledge-oriented customer relationship management (KCRM). CCKM concerns the processes of managing customer knowledge, whereas KCRM concerns the application of knowledge to enhance CRM processes. An enterprise model is a representation of requirement specifications of interrelated components of an enterprise. Enterprise modeling traditionally deals with the operational assets of an enterprise and is widely used in enterprise systems development and process reengineering projects. While there are apparent synergies between CCKM and enterprise modeling, where both deal with enterprise assets, there is a lack of collaboration between them due to the historic differences between the management and operation perspectives. Customer knowledge and customer relationship have become important intangible corporate assets that need to be incorporated and managed at the enterprise level. Successful implementation of CCKM and KCRM requires an enterprise integration strategy. The key objective of this chapter is to develop an enterprise model that provides an integrated framework for CCKM and KCRM at the external, conceptual and technical levels of an enterprise across the dimensions of operations, analytics, knowledge and collaboration of the CRM ecosystem.


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Table of Contents
Chapter 1
Fang Zhao
This chapter studies the role that small and medium-sized enterprises (SMEs) play in the e-supply chain management. It has two objectives: (1) it... Sample PDF
Role of Small and Medium Sized Enterprises in E-Supply Chain Management: A Case Study
Chapter 2
Fredj Jawadi, Nabila Jawadi, Ydriss Ziane
Given the important role played by microfinance institutions (MFIs), a growing number of studies have been recorded in this field. More... Sample PDF
Can Information and Communication Technologies Improve the Performance of Microfinance Programs?: Further Evidence from Developing and Emerging Financial Markets
Chapter 3
Jesus Gonzalez-Feliu, Joëlle Morana
This chapter explores the role that information sharing has on the collective decisions made in supply chain management. The authors identify... Sample PDF
Collaborative Transportation Sharing: From Theory to Practice via a Case Study from France
Chapter 4
Mazen Ali, Sherah Kurnia, Robert B. Johnston
Inter-organizational Systems (IOS) cannot be adopted by any organizations in isolation from their trading partner. Their adoption requires... Sample PDF
Understanding the Progressive Nature of Inter-Organizational Systems (IOS) Adoption
Chapter 5
Othman Boujena, Wesley J. Johnston
In the early 1990’s, marketing theory experienced a paradigm shift from a transactional approach focusing on sales to a relationship one. This shift... Sample PDF
E-Novation Customer Relationship Management
Chapter 6
Antonius Ruddy Kurniawan, Kok Wai Mun Mervin, Zhang Qiushi
There are many challenges faced by newspaper companies to gain competitive advantage over the internet and increasing digital media consumption. How... Sample PDF
The Future of Newspapers
Chapter 7
Kaninika Bhatnagar
Supply Chain Management operations have traditionally been a gendered career. The role of a diverse workforce, particularly women, is reexamined... Sample PDF
Supply Chain Management and the Other Half
Chapter 8
Angela Ruriko Sakamoto, Cristiane Biazzin Villar, Michele Esteves Martins
This chapter aims to discuss the use of open innovation and collaborative network as a resource to create value and increase competitiveness in... Sample PDF
Open Innovation and Collaborative Network in Supply Chain: The Case of Open IPTV Forum
Chapter 9
Anne C. Rouse
Outsourcing of IT-supported business processes (systems development; customer relationship management; helpdesk, etc.) has become increasingly... Sample PDF
Business Case Development Risks in On and Offshore IT Outsourcing: Unpacking the Theories
Chapter 10
Shabnam Rezapour
In this chapter, first we will introduce the different forms of competition in the markets and the ways used in the literature to model them. Then... Sample PDF
Competition in Supply Chain
Chapter 11
Douglas S. Hill
This chapter goes on a supply chain journey where humankind attempts to make sense of its complex world through the application of numbers and... Sample PDF
An Examination of Standardized Product Identification and Business Benefit
Chapter 12
May Tajima
The apparel industry is one of the most rapidly growing sectors of the radio frequency identification (RFID) market, and within it, large retailers... Sample PDF
Small Manufacturers vs. Large Retailers on RFID Adoption in the Apparel Supply Chain
Chapter 13
Edward Sweeney
Since its introduction by management consultants in the early 1980s, supply chain management (SCM) has been primarily concerned with the integration... Sample PDF
Supply Chain Integration: Challenges and Solutions
Chapter 14
Bernd Hallier
The demand for meat grew in Western Europe after World War II: meat became a mass-product from the 70s of the last century onwards. However, while... Sample PDF
From Mass Distribution to Customer-Centric Awareness Tools: The Evolution of the German Meat Market
Chapter 15
Aicha Aguezzoul
Many companies outsource their logistics functions to Third-Party Logistics providers (3PL) instead of achieving them internally. The studies on... Sample PDF
Overview on 3PL Selection Problem
Chapter 16
Valentina Ndou, Nezha Sadguy
In the networked world supply chain, integration and networking is being echoed in various industries as a strategic imperative solution for firms.... Sample PDF
Digital Marketplaces as a Viable Model for SME Networking
Chapter 17
Jörn-Henrik Thun
This chapter discusses the relationship between the focus and degree of internet-based Information Technology (IT) applications and the scope and... Sample PDF
Developing Angles of Integration: On the Alignment of Internet-Based Information Technology and Supply Chain Integration1
Chapter 18
H. K. Chan, T.-Y. Chiou, F. Lettice
Nowadays, more organisations are focusing on how to improve their environmental performance, partly driven by recent regulations in this area. This... Sample PDF
A Conceptual Model for Greening a Supply Chain through Greening of Suppliers and Green Innovation
Chapter 19
Edward Hung
There has been a large amount of research work done on mining on relational databases that store data in exact values. However, in many real-life... Sample PDF
A Framework on Data Mining on Uncertain Data with Related Research Issues in Service Industry
Chapter 20
Ivan Arana-Solares, Jose Machuca, Rafaela Alfalla-Luque
In the rapidly changing global business environment, it can be seen that supply chain designs based solely on efficiency and speed do not... Sample PDF
Proposed Framework for Research in the Triple A (Agility, Adaptability, Alignment) in Supply Chains1
Chapter 21
Dimitrios Vlachos
As the practices of offshoring and outsourcing force the supply chain networks to keep on expanding geographically in the globalised environment... Sample PDF
Quantitative Risk Management Models for Newsvendor Supply Chains
Chapter 22
Claudia-Maria Wagner, Colm Ryan
The growth in the manufacture and distribution of electronic devices is one of the most significant sources of continuing innovation of the last... Sample PDF
Integration Strategies for Electronic Device Supply Chains
Chapter 23
Amine Nehari Talet, Samer Alhawari, Haroun Alryalat
Organizations have increasingly recognized the importance of managing customer relationships, and Knowledge Management (KM) from the perspective of... Sample PDF
The Outcome of Knowledge Process for Customers of Jordanian Companies on the Achievement of Customer Knowledge Retention
Chapter 24
Joseph O. Chan
Knowledge management and customer relationship management are two key ingredients for value creation in the new economy. The merging of these... Sample PDF
An Enterprise Model for Customer-Centric Knowledge Management and Knowledge-Oriented Customer Relationship Management
Chapter 25
Neeta Baporikar
Organizations have been forced to transform themselves from “product-centric” to “customer-centric” for various reasons. Becoming customer centric... Sample PDF
Strategic Imperatives for Customer Centric Approach
Chapter 26
A. F. Marques, J. G. Borges, P. M. Sousa, M. Fonseca, J. Gonçalves, J. Oliveira
The wood supply chains encompass a multitude of agents with independent business processes and information systems. The network of... Sample PDF
An Enterprise Architecture Approach for Designing an Integrated Wood Supply Management System
Chapter 27
Benedict M. Uzochukwu, Silvanus J. Udoka
The purpose of this chapter is to chronicle and analyze existing challenges and theoretical issues in the domain of product, system, and the... Sample PDF
Design for Sustainment: Challenges and Theoretical Issues in Product and Global Supply Chain Management
Chapter 28
Cécile Gaumand, Alain Chapdaniel, Aurélie Dudezert
In the Web 2.0 and organization 2.0 era, implementing Knowledge Management Systems (KMS) in Supply Chain (SC) in companies should contribute to gain... Sample PDF
Strategic Knowledge Management System Framework for Supply Chain at an Intra-Organizational Level
Chapter 29
Fahri Karakaya
This chapter discusses the use of Internet by businesses in marketing products and services to other businesses. The chapter starts with the... Sample PDF
B2B eCommerce: Current Practices
Chapter 30
Mehdi Abdollahi Kamran
The first goal of this chapter is to disclose different aspects of this customer-focused strategy, such as CRM definitions, goals, perspectives, and... Sample PDF
CRM, SRM and Marketing in Supply Chain
Chapter 31
Ammar Memari, Jorge Marx Gómez, Waad Asaad
In this chapter, we present PurpleBee, a tool on top of Instant Messaging networks that serves as a communication point between the company and... Sample PDF
Social Software in Customer Relationship Management: A Study Exemplified in Instant Messaging Networking
Chapter 32
Wei-Shuo Lo, Tzung-Pei Hong
The fashion industry is experiencing rapid changes in many areas, including the supply chain. Typical quick response (QR) systems have been broadly... Sample PDF
A Three-Level Multiple-Agent Early Warning Mechanism for Preventing Loss of Customers in Fashion Supply Chains
Chapter 33
Florian Kerschbaum, Daniel Funke
We consider collaborative social network analysis without revealing private inputs of the participants. This problem arises in criminal... Sample PDF
Protecting Privacy by Secure Computation: Privacy in Social Network Analysis
Chapter 34
Jan van den Berg, Guido van Heck, Mohsen Davarynejad, Ron van Duin
Enterprise Resource Planning systems have been introduced to support the efficient and effective execution of business processes. In practice, this... Sample PDF
Inventory Management, a Decision Support Framework to Improve Operational Performance
Chapter 35
Nikhil Chaturvedi
The roles of these external entities span across various functions of the core value chain. This chapter focuses on collaboration in the core... Sample PDF
Collaborative Web for Natural Resources Industries
Chapter 36
Peter Denno
A trade collaboration system (TCS) is a system designed to coordinate the work of supply chain stakeholders involved in the business processes of... Sample PDF
Trade Collaboration Systems
Chapter 37
Andy Stergachis, Douglas Keene, Shabir Somani
Improved access to information is necessary to ensure achievement of the potential benefits of medicines in resource-limited countries. The scaling... Sample PDF
Informatics for Medicines Management Systems in Resource-Limited Settings
Chapter 38
Mehdi Najafi, Reza Zanjirani Farahani
In today’s world, all enterprises in a supply chain are attempting to increase both their and the supply chain’s efficiency and effectiveness.... Sample PDF
Bullwhip Effect Analysis in a Supply Chain
Chapter 39
Anthony Beresford, Stephen Pettit
This chapter contrasts the response to the Wenchuan earthquake (May 2008) which took place in a landlocked region of China with that of the January... Sample PDF
Humanitarian Aid Logistics: The Wenchuan and Haiti Earthquakes Compared
Chapter 40
Vincenzo Pallotta, Lammert Vrieling, Rodolfo Delmonte
In this chapter we present the major challenges of a new trend in business analytics, namely Interaction Mining. With the proliferation of... Sample PDF
Interaction Mining: Making Business Sense of Customers Conversations through Semantic and Pragmatic Analysis
Chapter 41
Anna Goy, Diego Magro
This chapter presents the ARNEIS framework, i.e., an architecture enabling intelligent Web-based repositories of descriptions of software products... Sample PDF
How Semantic Web Technologies can Support the Mediation between Supply and Demand in the ICT Market: The Case of Customer Relationship Management
Chapter 42
Nico Polman, Noortje Krol, Jack Peerlings, Pierre Dupraz, Dimitre Nikolov
Governance of the EU’s dairy sector changes will change as a result of the 2008 CAP reform. This chapter focuses on governance structures between... Sample PDF
Governance Structures in the EU Milk Supply Chain
Chapter 43
Lotfollah Forozandeh Dehkordi, Ali Ghorbani, Ali Reza Aliahmadi
Nowadays, the banks are using new technologies to provide better services to customers. One of these new technologies is RFID. In this chapter first... Sample PDF
Application of RFID Technology in Banking Sector
Chapter 44
Yong Zhang, Shijun Liu, Yuchang Jiao, Yuqing Sun
Interoperability is an important issue in the supply chain management (SCM) systems that highly influence the productivity, especially in such... Sample PDF
A Case Study on Service Oriented Enterprise Interoperability in Automobile Supply Chain
Chapter 45
Ronan de Kervenoael, Burcin Bozkaya, Mark Palmer
This chapter investigates the resistance by institutional actors in ambiguous supply chain environments for online grocery provision. Recent studies... Sample PDF
Online Grocery Provision Resistance: Understanding Urban (Non-) Collaboration and Ambiguous Supply Chain Environments
Chapter 46
Qing Lu, Yuan Sun, Mark Goh
This case study examines the internationalization experience of Wanxiang, an auto supplier in China. Once at the lower end of internationalization... Sample PDF
The Internationalization Path of Wanxiang
Chapter 47
Carolina López-Nicolás, Francisco-José Molina-Castillo
In recent years, customer relationship management (CRM) has been a topic of the utmost importance for scholars and managers. Literature suggests... Sample PDF
CRM for Innovation in European Companies
Chapter 48
Gazala Yasmin Ashraf
India has experienced one of the fastest economic growth rates in the world which has been a dramatic driver in the nature and scale of impact on... Sample PDF
A Study of Eco-Friendly Supply Chain Management at Cement Industries of Chhattisgarh
Chapter 49
Adenike Aderonke Moradeyo
This paper reviews the supply chain management literature to summarize best-practice guidelines for mitigating supply problems. Very few studies in... Sample PDF
Supply Chain Disruptions and Best-Practice Mitigation Strategies
Chapter 50
Rebecca Angeles
This paper features the results of an empirical online survey focusing on radio frequency identification initiatives and the revalidation of these... Sample PDF
Two Case Studies on RFID Initiatives: Testing the Impact of IT Infrastructure Integration and Supply Chain Process Integration
Chapter 51
Antti Sirkka, Marko Junkkari
Monitoring the environmental performance of a product is recognized to be increasingly important. The most common method of measuring the... Sample PDF
Multidimensional Analysis of Supply Chain Environmental Performance
Chapter 52
David H. Taylor
The chapter also gives a more general consideration to the potential of value chain analysis concepts and techniques to the measurement, evaluation... Sample PDF
The Application of Value Chain Analysis for the Evaluation of Alternative Supply Chain Strategies for the Provision of Humanitarian Aid to Africa
Chapter 53
Michael Kaufmann, Cédric Graf
Scoring models yield continuous predictions instead of sharp classifications. Scoring customers for profitability, loyalty, or product affinity... Sample PDF
Fuzzy Target Groups in Analytic Customer Relationship Management
Chapter 54
Pietro Evangelista
The adoption of information and communication technology (ICT) is one of the most critical areas of innovation for third-party logistics service... Sample PDF
Adding Value to Logistics Services using ICT: A Case Study Analysis of Small Logistics Companies in Italy
Chapter 55
Serdal Bayram, Özalp Vayvay
An electronic procurement (e-procurement) system is an electronic based procurement style that facilitates effective communications along the entire... Sample PDF
E-Procurement System and Adoption for SMEs
Chapter 56
Razieh Roostaee, Mohammad Izadikhah, Farhad Hosseinzadeh Lotfi, Mohsen Rostamy-Malkhalifeh
Supplier selection, the process of finding the right suppliers who are able to provide the buyer with the right quality products and/or services at... Sample PDF
A Multi-Criteria Intuitionistic Fuzzy Group Decision Making Method for Supplier Selection with VIKOR Method
Chapter 57
Andrea Resca, Tommaso Federici
The aim of this work is to analyze, adopting a knowledge management perspective, the steps that have led to the introduction of e-procurement as a... Sample PDF
Implementing E-Procurement in Public Healthcare: The Knowledge Management Issue
Chapter 58
Ryan Atkins
Firms in developed economies have been purchasing from firms in emerging economies for years, but they typically purchase low value, low margin... Sample PDF
Supply Chain Knowledge Integration in Emerging Economies
Chapter 59
Dicle Yurdakul Sahin, Deniz Tursel Eliiyi
During the last two decades, the enhancements in Information Technologies (IT) and the extension of their usage have transformed completely the ways... Sample PDF
Improving Performance and Customer Satisfaction via the Use of Information Technologies in Public Transportation and Logistics Systems
Chapter 60
Ik-Whan G. Kwon, John H. Hamilton, Seock-Jin Hong
This chapter describes the relationship between trust and transaction cost in supply chain operations. Empirical findings from several research... Sample PDF
Trust and Transaction Cost in Supply Chain Cost Optimization: An Exploratory Study
Chapter 61
Gyöngyi Kovács, Aristides Matopoulos, Odran Hayes
Post-disaster housing reconstruction projects face several challenges. Resources and material supplies are often scarce; several and different types... Sample PDF
Designing Post-Disaster Supply Chains: Learning from Housing Reconstruction Projects
Chapter 62
Laurent Donzé, Andreas Meier
Marketing deals with identifying and meeting the needs of customers. It is therefore both an art and a science. To bridge the gap between art and... Sample PDF
Applying Fuzzy Logic and Fuzzy Methods to Marketing
Chapter 63
Ruth Banomyong, Apichat Sodapang
The purpose of this chapter is to provide a framework for the development of relief supply chain systems. An illustrative case study is presented in... Sample PDF
Relief Supply Chain Planning: Insights from Thailand
Chapter 64
Chad Lin, Geoffrey Jalleh
The use of Business-to-Business (B2B) e-commerce within the Australian pharmaceutical supply chain can potentially assist in setting up an... Sample PDF
Key Issues and Challenges for Managing and Evaluating B2B E-Commerce Projects within the Australian Pharmaceutical Supply Chain
Chapter 65
Anteneh Ayanso
This chapter provides an overview of social customer relationship management (CRM) and explores the Web-based platforms that provide social CRM... Sample PDF
Social CRM: Platforms, Applications, and Tools
Chapter 66
Holger Schiele, Jasper Veldman, Lisa Hüttinger
In this chapter, the authors introduce the concept of preferred customer status as a means for creating supply-side induced advantages in highly... Sample PDF
Being a Preferred Customer of Leading Suppliers and Its Impact on Supplier Contribution to Innovation
Chapter 67
Mohsen Sheikh Sajadieh, Alireza Bolooriarabani
The aim of this chapter is to review various perspectives on supply chain (SC) coordination issues and appreciate a range of coordination categories... Sample PDF
Coordination in Supply Chain Management
Chapter 68
Rob Handfield
The economic crisis has taken a major toll on almost every industry, as well as key customers and suppliers in all sectors of the economy. Supply... Sample PDF
Preparing for the Worst: Sustaining Suppliers Though the Economic Crisis
Chapter 69
Paul D. Larson
This chapter is about relationship building in relief supply chains. Its primary purpose is to present and discuss the author’s actor-based typology... Sample PDF
Strategic Partners and Strange Bedfellows: Relationship Building in the Relief Supply Chain
Chapter 70
Janet H. Sanders
This chapter provides an overview of the importance of total quality management in supply chain management. It provides a summary of the evolution... Sample PDF
Total Quality Management in the Global Supply Chain
Chapter 71
Lubov Kosch, Ina Friedrich, Michael H. Breitner
The current economic climate has its effect on the higher education sector as less money is provided by governments and increasing number of... Sample PDF
Evaluating Customer Relationship Management in the Context of Higher Education
Chapter 72
M. Govindarajan, RM. Chandrasekaran
Data Mining is the use of algorithms to extract the information and patterns derived by the knowledge discovery in database process. It is often... Sample PDF
A Hybrid Multilayer Perceptron Neural Network for Direct Marketing
Chapter 73
Fidel Torres, Gonzalo Mejía
The effective coordination is a key element in the success of many cooperative supply chains. All production, distribution and supply must be... Sample PDF
Coordination Policies for Multi-Echelon Multi-Product Inventory Systems
Chapter 74
Torben Tambo
International retailing of non-food fashion products, as chain stores impose a particular challenge within Enterprise Architecture (EA) as the same... Sample PDF
International Fashion Retailing from an Enterprise Architecture Perspective
Chapter 75
Fernando Belfo
Computer games conceptualization and development are processes that have particular features with significant complexity. The life cycle at computer... Sample PDF
Business Process Management in the Computer Games Industry
Chapter 76
Maria Grazia Gnoni, Alessandra Rollo
Traditionally, a supply network is a sequence of different and multiple numbers of processes interconnected each other in order to satisfy all... Sample PDF
A Content Analysis for Evaluating RFID Applications in Supply Network Management
Chapter 77
Guy Callender
The management of services creates a new and exciting development in business relationship management. It is a field which grows as organizations... Sample PDF
The Management of Services Contracts
Chapter 78
Babak Sohrabi, MohammadReza Sadeghi Moghadam
The present study, using genetic algorithm, tries to improve material flow management in supply chain. Consequently, in this paper, an integrated... Sample PDF
Supply and Production/Distribution Planning in Supply Chain with Genetic Algorithm
Chapter 79
David J. Newlands
This chapter describes a debacle that occurred when a large assembler of fast moving consumer electronics commissioned the set up of a new supply... Sample PDF
Supply Chain Reengineering: A Case Study
Chapter 80
Benoit Hudzia, Jonathan Sinclair, Maik Lindner
The notion of cloud computing is a paradigm shift from local machines and networks to virtualization technologies with services as a technical and... Sample PDF
Deploying and Running Enterprise Grade Applications in a Federated Cloud
Chapter 81
Elizabeth Barber
The purpose of this chapter is to demonstrate the multitude of activities that military logisticians can provide throughout the various stages in... Sample PDF
Military Involvement in Humanitarian Supply Chains
Chapter 82
Ruchi Dass, Bharat Gajjar
The problem of counterfeit drugs in India has led to significant negative publicity around the world. In this paper, the author discusses how... Sample PDF
Anti-Counterfeit Technologies for Spurious Drugs in India
Chapter 83
Joseph Sarkis, Karen M. Spens, Gyöngyi Kovács
Relief supply chain (SC) management is a relatively unexplored field. In this field, practitioners have shown some interest in greening practices... Sample PDF
A Study of Barriers to Greening the Relief Supply Chain
Chapter 84
Véronique Nabelsi
Healthcare organizations in many countries are compelled to pursue drastic supply cost reductions, while continuing to improve patient health... Sample PDF
Towards Patient-Driven Agile Supply Chains in Healthcare
Chapter 85
Anita Kotwani
Pharmaceuticals are an integral component of a health care system; any weakness in governance of the pharmaceutical system negatively impacts health... Sample PDF
Transparency and Accountability in Public Procurement of Essential Medicines in Developing Countries
Chapter 86
Alessandro Ancarani, Carmela Di Mauro
The adoption of the behavioural approach for the study of OM and Supply Chain Management is still fairly novel. However, there is evidence that in... Sample PDF
The Human Side of Supply Chains: A Behavioural Perspective of Supply Chain Risk Management
Chapter 87
Stephen McLaughlin
With the complexity of organizations increasing, it is becoming vitally important that organizations understand how knowledge is created and shared... Sample PDF
Assessing the Impact of Knowledge Transfer Mechanisms on Supply Chain Performance
Chapter 88
Ingrid Petric, Tanja Urbancic, Bojan Cestnik
Business knowledge that is embodied in texts such as business news and companies profiles has become widely accessible to the business community, as... Sample PDF
Ontological Representation of Virtual Business Communities: How to Find Right Business Partners
Chapter 89
Joerg Leukel, Vijayan Sugumaran
Product-related information can be integrated with the help of a product ontology, which can provide consensual definitions of concepts and... Sample PDF
Semiotic Evaluation of Product Ontologies
Chapter 90
Bernard Blandin, Geoffrey Frank, Simone Laughton, Kenji Hirata
This chapter has four sections. The first one describes how the needs for interoperability in exchanging competency information have been addressed... Sample PDF
Interoperability Issues for Systems Managing Competency Information: A Preliminary Study
Chapter 91
Miti Garg
The word “green” today connotes less environmentally destructive practises that minimize damage to the environment and decrease the side- effects of... Sample PDF
Greening the Automotive Supply Chain
Chapter 92
Mario Risso
In the aftermath of the financial and economic crisis, and as a result of consumer pressure, enterprises are increasingly expected to evolve... Sample PDF
Large Retailers’ Responsible Initiatives in Support of Local Communities
Chapter 93
Peter J. Hawrylak, John Hale, Mauricio Papa
Radio frequency identification (RFID) devices have matured to the point where they are now expanding beyond the retail supply chain and public... Sample PDF
Security Issues for ISO 18000-6 Type C RFID: Identification and Solutions
Chapter 94
Chad Lin
The hospitality and tourism sector is one of fastest growing sectors in Australia and in the world. In order to become more efficient and effective... Sample PDF
Key Issues in the Implementation of Electronic Customer Relationship Management in the Australian Hospitality and Tourism Sector
Chapter 95
Filippo Gandino, Erwing Ricardo Sanchez, Bartolomeo Montrucchio, Maurizio Rebaudengo
Radio Frequency Identification (RFID) is an ubiquitous technology which may provide important improvements for the agri-food in different fields... Sample PDF
New Perspectives on Adoption of RFID Technology for Agrifood Traceability
Chapter 96
Seyed-Mahmoud Aghazadeh
As the domestic businesses expand, many are making the choice to use foreign products, labor, and services to aid in their production. Global supply... Sample PDF
Moving toward a Global Supply Chain Operations and the Impact on International Competition
Chapter 97
Barin N. Nag, Dong-Qing Yao, Sungchul Hong
Agent-based auction trading is important in e-Procurement as a part of the supply chain management activity of procurement via the Internet.... Sample PDF
Alternative Approaches to Auction Trading by Consortia in Multi Agent Systems: A Comparative Study
Chapter 98
Christos Keramydas, Naoum Tsolakis, Anastasios Xanthopoulos, Dimitrios Aidonis
As supply chains continue to globalize, the need for robust Third Party Logistics (3PL) provider qualification, selection, and evaluation programs... Sample PDF
Selection and Evaluation of 3PL Providers: A Conceptual Decision-Making Framework
Chapter 99
Samir Hamichi, Diana Mangalagiu, Zahia Guessoum
In this chapter, the authors present a multi-agent model aimed to investigate emergent organizational structures in production networks and their... Sample PDF
A Multi-Agent System for Production Networks Simulation: Toward a Pheromone-Based Model for Agents’ Coordination
Chapter 100
Sandra Maria Correia Loureiro
The relationship between a brand and consumers is known to produce positive outcomes for both partners. Consumers develop relationships with diverse... Sample PDF
Consumer-Brand Relationship: Foundation and State-of-the-Art
Chapter 101
Cuauhtémoc Sánchez-Ramírez, Giner Alor-Hernandez, Guillermo Cortes-Robles, Jorge Luis García-Alcaráz, Alejandro Rodríguez-González
The Supply Chain Management is a strategy that has allowed the organizations that have established in their business models a competitive advantage.... Sample PDF
E-Procurement Systems as Tools for the Development of Supply Chains
Chapter 102
Michele Maffia, Luca Mainetti, Luigi Patrono, Emanuela Urso
Radio Frequency Identification (RFID) is going to play a crucial role as auto-identification technology in a wide range of applications such as... Sample PDF
Potential Impact of RFID-Based Tracing Systems on the Integrity of Pharmaceutical Products
Chapter 103
Valerio Veglio
The main challenge for companies is to identify accurate models and methods to predict winning competitive strategies. Data mining is becoming an... Sample PDF
The Strategic Importance of Data Mining Analysis for Customer-Centric Marketing Strategies
Chapter 104
Abdolhossein Sadrnia, Hossein Nezamabadi-Pour, Mehrdad Nikbakht, Napsiah Ismail
Since late in the 20th century, various heuristic and metaheuristic optimization methods have been developed to obtain superior results and optimize... Sample PDF
A Gravitational Search Algorithm Approach for Optimizing Closed-Loop Logistics Network
Chapter 105
In Lee
Radio Frequency Identification (RFID) technology is rapidly expanding its application area from simple inventory management to advanced location... Sample PDF
Justifying RFID Investment to Enable Mobile Service Applications in Manufacturing and Supply Chain
Chapter 106
Ata Allah Taleizadeh, Leopoldo Eduardo Cárdenas-Barrón
Recently, metaheuristic algorithms (MHAs) have gained noteworthy attention for their abilities to solve difficult optimization problems in... Sample PDF
Metaheuristic Algorithms for Supply Chain Management Problems