Abou-Zeid, E.-S., & Cheng, Q. (2004). The effectiveness of innovation: A knowledge management approach. International Journal of Innovation Management, 8(3), 261-274.
Allee, V. (2012). The knowledge evolution. Routledge, Abingdon.
Belkahla, W., & Triki, A. (2011). Customer knowledge enabled innovation capability: Proposing a measurement scale. Journal of Knowledge Management, 15(4), 648-674.
Bican, P. M., Guderian, C. C., & Ringbeck, A. (2017). Managing knowledge in open innovation processes: An intellectual property perspective. Journal of Knowledge Management, 21(6), 1384-1405.
Boateng, H. (2016). Customer knowledge management practices on a social media platform: A case study of MTN Ghana and Vodafone Ghana. Information Development, 32(3), 440-451.
Budianto, A. (2019). Customer loyalty: Quality of service. Journal of Management Review, 3(1), 299-305.
Caputo, M., Lamberti, E., Cammarano, A., & Michelino, F. (2016). Exploring the impact of open innovation on firm performances. Management Decision, 54(7), 1788-1812.
Crisis knowledge management to affect customer service. Crisis, 2(2).
Dahlander, L., & Gann, D. M. (2010). How open is innovation? Research Policy, 39(6), 699-709.
Darroch, J. (2005). Knowledge management, innovation and firm performance. Journal of Knowledge Management, 9(3), 101-115.
Davenport, T. H., & Völpel, S. C. (2001). The rise of knowledge towards attention management. Journal of Knowledge Management, 5(3), 212-222.
Denizci Guillet, B., & Shi, X. (2019). Can revenue management be integrated with customer relationship management? International Journal of Contemporary Hospitality Management, 31(2), 978-997.
Donate, M. J., & de Pablo, J. D. S. (2015). The role of knowledge-oriented leadership in knowledge management practices and innovation. Journal of Business Research, 68(2), 360-370.
Dous, M., Salomann, H., Kolbe, L., & Brenner, W. (2005). Knowledge management capabilities in CRM: Making knowledge for, from, and about customers work. AMCIS 2005 Proceedings, 33.
Duarte, A. F., Moreira, V. R., Ferraresi, A. A., & Gerhard, A. (2016). Evaluating credit union members’ perception of service quality through service innovation. RAI Revista de Administração e Inovação, 13(4), 242-250.
Fernandes, S. M., & Coutinho, C. (2017). Key performance indicators for improving a CRM implementation. In 2017 International Conference on Engineering, Technology and Innovation (ICE/ITMC) (pp. 1-6). IEEE.
Fetterhoff, T. J., & Voelkel, D. (2006). Managing open innovation in biotechnology. Research-Technology Management, 49(3), 14-18.
Fidel, P., Schlesinger, W., & Cervera, A. (2015). Collaborating to innovate: Effects on customer knowledge management and performance. Journal of Business Research, 68(7), 1426-1428.
Fisher, G. J., & Qualls, W. J. (2018). A framework of interfirm open innovation: Relationship and knowledge-based perspectives. Journal of Business & Industrial Marketing, 33(2), 240-250.
Gassmann, O., Enkel, E., & Chesbrough, H. (2010). The future of open innovation. R&D Management, 40(3), 213-221.
Gibbert, M., Leibold, M., & Probst, G. (2002). Five styles of customer knowledge management, and how smart companies use them to create value. European Management Journal, 20(5), 459-469.
Hafkesbrink, J., & Schroll, M. (2010). Organizational competences for open innovation in small and medium-sized enterprises of the digital economy. In Competences Management for Open Innovation: Tools and IT-support to unlock the innovation potential beyond company boundaries (pp. 21-52). Lohmar.
Hitchen, E. L., Nylund, P. A., Ferràs, X., & Mussons, S. (2017). Social media: Open innovation in SMEs finds new support. Journal of Business Strategy, 38(3), 21-29.
Hoyer, W. D., et al. (2010). Consumer co-creation in new product development. Journal of Service Research, 13(3), 283-296.
Huizingh, E. K. (2011). Open innovation: State of the art and future perspectives. Technovation, 31(1), 2-9.
Jacobides, M. G., & Billinger, S. (2006). Designing the boundaries of the firm: From “make, buy, or ally” to the dynamic benefits of vertical architecture. Organization Science, 17(2), 249-261.
Jaziri, D. (2019). The advent of customer experiential knowledge management approach (CEKM): The integration of offline & online experiential knowledge. Journal of Business Research, 94, 241-256.
Lau, M. M., Cheung, R., Lam, A. Y., & Chu, Y. T. (2013). Measuring service quality in the banking industry: A Hong Kong-based study. Contemporary Management Research, 9(3), 287-304.
Madhoushi, M., Saghari, F., & Madhoushi, Z. (2011). Survey of customer knowledge management impact on customer relationship management: An Iranian study. International Journal of Business and Social Science, 2(20), 121-129.
Mount, M., & Martinez, M. G. (2014). Social media: A tool for open innovation. California Management Review, 56(4), 124-143.
Peng, J., Lawrence, A., & Koo, T. (2009). Customer knowledge management in international project: A case study. Journal of Technology Management in China, 4(2), 145-157.
Rather, R. A., & Camilleri, M. A. (2019). The effects of service quality and consumer-brand value congruity on hospitality brand loyalty. Anatolia, 30(4), 547-559.Riggs, J. A. (2019).
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: A New Zealand study. Marketing Intelligence & Planning, 27(1), 103–126.
Rollins, M., & Halinen, A. (2005). Customer knowledge management competence: Towards a theoretical framework. In Proceedings of the 38th Annual Hawaii International Conference on System Sciences (pp. 1–10). IEEE.
Saglik, E., Gulluce, A., Kaya, U., & Ozhan, C. (2014). Service quality and customer satisfaction relationship: A research in Erzurum Ataturk University refectory. American International Journal of Contemporary Research, 4(1), 100–117.
Secundo, G., Toma, A., Schiuma, G., & Passiante, G. (2019). Knowledge transfer in open innovation: A classification framework for healthcare ecosystems. Business Process Management Journal, 25(1), 144–163.
Sharif, K., & Sidi Lemine, M. (2024). Customer service quality, emotional brand attachment and customer citizenship behaviors: Findings from an emerging higher education market. Journal of Marketing for Higher Education, 34(1), 18-43.
Silvestri, C., Aquilani, B., & Ruggieri, A. (2017). Service quality and customer satisfaction in thermal tourism. The TQM Journal, 29(1), 55–81.
Singh, J., & Kaur, G. (2011). Customer satisfaction and universal banks: An empirical study. International Journal of Commerce and Management, 21(4), 327–348.
Solimun, S., & Fernandes, A. A. R. (2018). The mediation effect of customer satisfaction in the relationship between service quality, service orientation, and marketing mix strategy to customer loyalty. Journal of Management Development, 37(1), 32–45.
Su, C.-T., Chen, Y.-H., & Sha, D. (2006). Linking innovative product development with customer knowledge: A data-mining approach. Technovation, 26(7), 784–795.
Sulaiman, S., Arshad, A. H., & Ali, A. (2011). Customer knowledge management application in Malaysian mobile service providers. Procedia Engineering, 15, 3891–3895.
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, 18(3), 591–610.
Torbati, S. E., Jokar, I., & Liravi, E. (2014). The role of knowledge management customer-oriented approach on enhancing service quality: Case study of three large private hospitals in Shiraz. Journal of Health Management, 4, 208–215.
Tseng, S. M., & Fang, Y. Y. (2015). Customer knowledge management performance index. Knowledge and Process Management, 22(2), 68–77.
Tseng, S.-M. (2009). A study on customer, supplier, and competitor knowledge using the knowledge chain model. International Journal of Information Management, 29(6), 488–496.
Wang, X., & Xu, M. (2018). Examining the linkage among open innovation, customer knowledge management, and radical innovation: The multiple mediating effects of organizational learning ability. Baltic Journal of Management, 13(3), 368–389.
Wang, Z., & Wang, N. (2012). Knowledge sharing, innovation, and firm performance. Expert Systems with Applications, 39(10), 8899–8908.
Wu, J., Guo, B., & Shi, Y. (2013). Customer knowledge management and IT-enabled business model innovation: A conceptual framework and a case study from China. European Management Journal, 31(4), 359–372.
Yum, K., & Yoo, B. (2023). The impact of service quality on customer loyalty through customer satisfaction in mobile social media. Sustainability, 15(14), 11214.
Zaharova, S., & Zelmene, K. (2004). Knowledge management in delivering customer-oriented services in the public sector. In IFIP International Working Conference on Knowledge Management in Electronic Government (pp. 1–12). Springer.
Zanjani, M. S., Rouzbehani, R., & Dabbagh, H. (2008). Proposing a conceptual model of customer knowledge management: A study of CKM tools in British dotcoms. Management, 7(8), 19–30.
