Becerra-Fernandez, I. Sabherwal, R. (2001). Organization knowledge management: a contingency perspective, Journal of Management Information Systems 18: 23–55.
Belbaly, N. Benbya, H. Meissonier, R. (2007). An empirical investigation of the customer knowledge creation impact on NPD Performance, in: Proceedings of 40th Annual Hawaii International Conference on System Sciences.
Bose, R. (2009). Advanced analytics: opportunities and challenges, Industrial Management +Data Systems 109: 155–172.
Chen, Y. Su, C. (2006). A kano-CKM model for customer knowledge discovery, Total Quality Management & Business Excellence 17:589–608.
Coussement, K. Van den Poel, D. (2008). Integrating the voice of customers through call center emails into a decision support system for churn prediction, Informatio &Management 45: 164–174.
Gable, G.G. Sedera, D. Chan, T. (2008). Re-conceptualizing information system success: the IS-impact measurement model, Journal of the Association for Information Systems 9:377–408.
Garcia-Murillo, M. Annabi, H. (2002). Customer knowledge management, Journal of the Operational Research Society 53: 875–884.
Iriana, R. Buttle, F. (2007). Strategic, operational, and analytical customer relationship management, Journal of Relationship Marketing 5: 23–42.
Karakostas, B. Kardaras, D. Papathanassiou, E. (2005). The state of CRM adoption by the financial services in the UK: an empirical investigation, Information & Management, 42: 853–863.
Khalifa, M. (2008). Knowledge management systems success: a contingency perspective, Journal of Knowledge Management 12: 119–132.
King, S.F. Burgess, T.F. (2008). Understanding success and failure in customer relationship management, Industrial Marketing Management 37: 421.
Kong, L. Yu, K. Hou, K. (2010). An analytical CRM based on customer knowledge, IEEE 17Th International Conference on Industrial Engineering and Engineering Management (IE&EM), 20101641–1645.
Lee, S.M. Hong, S. (2002). An enterprise-wide knowledge management system infrastruc- ture, Industrial Management & Data Systems 102: 17–25.
Marwick, A. (2001). Knowledge management technology, BM Systems Journal 40: 814–830.
Myers, M.D. (2009). Qualitative Research in Business and Management, Sage Publications, London, England.
Nonaka, I. (1994). A dynamic theory of organizational knowledge creation, Organization Science 5: 14–37.
Nonaka, I. Krogh, G.V. Voelpel, S. (2006). Organizational knowledge creation theory: evolutionary paths and future advances, Organization Studies 27:1179-1208.
Parent, M. Gallupe, R.B. Salisbury, W.D. Handelman, J.M. (2000). Knowledge creation in focus groups: can group technologies help? Information & Management 38: 47–58.
Petter, S. Delone, W. Mclean, E. (2008). Measuring information systems success: models, dimensions, measures, and interrelationships, European Journal of Information Systems 17: 236–263.
Shang, S.S.C. Li, E.Y. Wu, Y. Hou, O.C.L. (2011). Understanding Web 2.0 service models: a knowledge creating perspective, Information & Management 48:178–184.
Teo, T.S.H. Devadoss, P. Pan, S.L. (2006). Towards a holistic perspective of customer relationship management (CRM) implementation: a case study of the Housing and Development Board, Singapore, Decision Support Systems 42:1613–1627.
Toriani, S. Angeloni, M.T. (2011). CRM as a support for knowledge management and customer relationship, Journal of Information Systems and Technology Manage-ment 8: 87–108.
Xu, M. Walton, J. (2005). Gaining customer knowledge through analytical CRM, Industrial Management + Data Systems 105: 955–971.