مدیریت دانش مشتری و تأثیر آن بر کیفیت خدمات و رضایتمندی مشتری- مطالعه مقطعی در بانک ملت استان کرمانشاه

References

Alhawari, S., Mansour, E., Talet, A. N., Thabtah, F., & Alryalat, H. (2010). Improving Performance of Customer Knowledge Expansion with Knowledge Management Process. Journal of Organizational Knowledge Management, 1-8.

Browne, M. W & Cudeck, R. (1993). Alternative ways of assessing model fit. Testing structural equation models.

Byrne, B. M. (1998). Structural equation modeling with LISREL, PRELIS, and SIMPLIS: Basic concepts, applications, and programming.

Chaithanapat, P., & Rakthin, S. (2021). Customer knowledge management in SMEs: Review and research agenda. Knowledge and Process Management, 28(1), 71-89.

Chen, Y. (2008). The positive effect of green intellectual capital on competitive advantages of firms, Journal of Business Ethics, Vol. 77 No. 3, pp. 271-286.

Feng, T., &Tian. J. (2005). Customer Knowledge Management and Condition Analysis of Successful CKM Implementation. Proceedings of the Fourth International Conference on Machine Learning and Cybernetics Guangzhou, 4, 2239 – 2244.

Garcia-Murillo, M. and Annabi, H. (2002). Customer knowledge management‖, Journal of the Operational Research Society, Vol. 53 No. 8, pp. 875-884.

Gebert, H., Geib, M., Kolbe, L. and Brenner, W. (2003), Knowledge-enabled customer relationship management: integrating customer relationship management and knowledge management concepts, Journal of Knowledge Management, Vol. 7 No. 5, pp. 107-123.

Hooper, D., Coughlan, J., & Mullen, M. (2008, June). Evaluating model fit: a synthesis of the structural equation modelling literature. In 7th European Conference on research methodology for business and management studies (pp. 195-200).

Hoyle, R. H. (Ed.). (2012). Handbook of structural equation modeling. Guilford press.‏

Hu, L., & Bentler, P. M. (1999). Cutoff criteria for fit indices in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling, 6, 1-55.

Khatab, J. J., Esmaeel, E. S., & Othman, B. (2019). The influence of service quality on customer satisfaction: Evidence from public sector and private sector banks in kurdistan/iraq. International Journal of Advanced Science and Technology, 28(20), 865-872.

Kim, W., Kim, H., & Hwang, J. (2020). Sustainable growth for the self-employed in the retail industry based on customer equity, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 53, 101963.

Lenka, U., Suar, D., & Mohapatra, P. K. (2010). Customer satisfaction in Indian commercial banks through total quality management approach. Total Quality Management, 21(12), 1315-1341.

MacCallum, R. C., & Hong, S. (1997). Power analysis in covariance structure modeling using GFI and AGFI. Multivariate Behavioral Research, 32(2), 193-210.

Madhoushi, M., Saghari, &F., Madhoushi. Z. (2010). Survey of Customer Knowledge Management Impact on Customer Relationship Management. International Journal of Business and Social Science. 2 (20), 215–226

Mehri, P., Daneshgar, F., & Fattahi, R. (2009). A theoretical framework for development of a customer knowledge management system for academic libraries. Spanish Journal of Agricultural Research, 1-16.

Miake, A. H. D. S., Carvalho, R. B. D., Pinto, M. D. R., & Graeml, A. R. (2018). Customer knowledge management (CKM): model proposal and evaluation in a large Brazilian higher education private group. BBR. Brazilian Business Review, 15(2), 135-151.

Mohsan, F., Nawaz, M. M., Khan, M. S., Shaukat, Z., & Aslam, N. (2011). Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan. International Journal of Business and Social Science, 2(16).

Ojo, O. (2010). The relationship between service quality and customer satisfaction in the telecommunication industry: Evidence from Nigeria. BRAND. Broad Research in Accounting, Negotiation, and Distribution, 1(1), 88-100.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

Peng, J., Lawrence, A. & Koo, T. (2009). Customer knowledge management in international project: a case study, Journal of Technology Management in China, Vol. 4 No. 2, pp. 145-157.

Rod. M., Ashill, N. J. Shao, J., Carruthers.J. (2009). An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction. Marketing Intelligence & Planning 27 (1), 103-126

Rollins, M. and Halinen, A. (2005), Customer knowledge management compentence: towards a theoretical framework, paper presented at The 38th Hawaii International Conference on System Sciences, Hawaii.

Roomi, A., Mojibi, T. (2011). A Study in Relationship between Knowledge Management Factors and Customer Relationship Management (CaseStudy: Iran KhodroCompany, IKCO, Interdisciplinary journal of contemporary research in business, 3(6). 667-675.

Rowley J. E. (2002).Reflections on Customer Knowledge Management in e-Business. Qualitative Market Research. An International Journal, 5 (4), 268 - 280.

Singh, J., Kaur, G. (2011). Customer satisfaction and universal banks: an empirical study. International Journal of Commerce and Management, 21(4), 327- 348.

Taherparvar, N., Esmaeilpour, R., & Dostar, M. (2014). Customer knowledge management, innovation capability and business performance: a case study of the banking industry. Journal of knowledge management.

Teece, D.J. (2010). Business models, business strategy and innovation, Long Range Planning, Vol. 43 No. 2, pp. 172-194.

Ullman, J. B. (2006). Reviewing the basics and moving forward. J Pers. Assess, 87, 35-50.

Wheaton, B., Muthen, B., Alwin, D. F., & Summers, G. F. (1977). Assessing reliability and stability in panel models. Sociological methodology, 8, 84-136.

Wilhelm, S., Gueldenberg, S., & Güttel, W. (2013). Do you know your valuable customers. Journal of Knowledge Management.

Xuelian, L., Chakpitak, N., & Yodmongkol, P. (2015). A Novel Two-Dimension Customer Knowledge Analysis Model. Asian Social Science, 11(16), 257.