SILPAKORN UNIVERSITY JOURNAL OF SOCIAL SCIENCES, HUMANITIES, AND ARTS, Vol 16, No 1 (2016)

CUSTOMER SERVICE EFFICACY THROUGH KNOWLEDGE MANAGEMENT PRACTICE: A CASE STUDY OF LOCAL FINANCIAL INDUSTRY IN BANGKOK

Muenjit Jitsoonthornchaikul




Abstract


This research is carried out to study the major six dimensions of
knowledge management practice that may affect the quality of customer service on frontline employee’s performances used qualitative method, in-depth interview to analyze information from management level (department level above) and questionnaire reviews methods to
confirm the quantitative results. Six dimensions of knowledge management consist of knowledge acquisition, knowledge creation, knowledge storage, knowledge analysis, knowledge transferring, and knowledge utilization. The research results show that the frontline employees have applied the six dimensions of KM to their customers and they do recognize the important of services in respectively. The research results also point that six dimensions of KM and gender of service providers have affected organization in improving the quality of customer service. As the results of this research, it may conclude that KM practice can retain loyalty customer and expand new customer sustainability.

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