Managing Customer Knowledge with Social Software

Managing Customer Knowledge with Social Software

Zuopeng (Justin) Zhang (Zuopeng (Justin) ZhangState University of New York at Plattsburgh, USA)
DOI: 10.4018/978-1-60960-783-8.ch804

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Category: Social Aspects of Knowledge Management

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Background

In this section, we present the background of our research by briefly reviewing prior literature with the focus on three related streams of research: (1) role of social software in knowledge management; (2) customer knowledge management (CKM); and (3) customer capital.

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