Knowledge Management in Ec – E-Commerce

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Knowledge Management in EC – e-commerce Abstract In the present E-Commerce (EC) era Knowledge Management (KM) is fundamental to a company’s success. Not only has the topic of KM attracted much research attention but the management of customer knowledge is becoming increasingly important. Nevertheless, little research has been carried out to see how KM is gained through EC and what a suitable framework is. Companies with EC operations have the advantage of acquiring more detailed information about their customers; for that reason they can gain valuable knowledge about their market. This paper will look at an analysis of how KM is employed in EC sites through analysing the interactions between the Business and Consumer, and between…show more content…
An analysis of these definitions reveals that, while all the definitions are similar and not dominant over each other, five apparent themes on the characteristics of EC do come forward as proposed by Allard and Holsapple (2002). ▪ Firstly, EC sites focus on market-based activities, for example buying and selling through the use of computer based technology, which is probably the most common outlook of what EC is. ▪ Information on the transaction is exchanged and traded almost as if it was the product itself. ▪ EC has an activity outlook that comprehends a range of business activities outside trading that are fulfilled using technologies, for example, marketing activities, production activities, decision support, research activities, trading activities etc. ▪ The goals, reasons and effects of EC are explored from the perspective of business strategy, planning, evaluation etc. ▪ Finally EC is used as a technology to add value to the value chain model described by Porter (2004, pg 33-63). E-Commerce Relationships Nah et al (2002) state that EC activities include the formation and maintenance of online relationships between an organisation and its customers, suppliers, partners, dealers and other agents related to (or in the support of) traditional delivery channels , in ways that could not be supported in traditional retail channels. These activities may be business-to-consumer (B2C), consumer-to-business (C2B), business-to-business (B2B)
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