Customer‐centric relationship management system development: A generative knowledge integration perspective

Abstract

Purpose

This study aims to create and deploy new configurations of resources via understanding issues concerning generative knowledge integration (KI) to create a customer‐centric relationship management system.

Design/methodology/approach

A qualitative case study of a public‐listed housing developer was conducted to analyze its main issues and conceptualize the underlying generative knowledge integration process.

Findings

Issues concerning generating KI were identified from the case study. The conceptualization of generative KI encompasses three main generative KI mechanisms, knowledge conceptualization, knowledge convergence, and knowledge assimilation, that are connected by three generative KI processes: accessing and exchanging knowledge, articulating and exchanging knowledge, and combining and exchanging knowledge.

Practical implications

The importance of understanding the concept of generative knowledge integration for practitioners is emphasized, and suggestions are given to promote the deployment of knowledge integration generation throughout system development.

Originality/value

The research conducted is unique in that a new model of generative knowledge integration is proposed, contributing to the knowledge integration literature in terms of the uncovering the three new generative KI mechanisms and processes.

Citation

Yen Teoh, S. and Pan, S.L. (2009), "Customer‐centric relationship management system development: A generative knowledge integration perspective", Journal of Systems and Information Technology, Vol. 11 No. 1, pp. 4-23. https://doi.org/10.1108/13287260910932386