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Information × Registration Number 2125U002404, Article popup.category Стаття Title popup.author Khosravi A.Rajabzadeh M.Залога Вільям ОлександровичZaloha Viliam OleksandrovychDyadyura I. popup.publication 21-03-2025 popup.source_user Сумський державний університет popup.source https://essuir.sumdu.edu.ua/handle/123456789/98624 popup.publisher Sciendo Description In this study, Knowledge-Based View (KBV) and Theory of Technology in a Generic Customer Knowledge Management (CKM) Framework were assimilated to demonstrate the Organizational, Human and Technological antecedent factors that enable CKM processes to improve software product quality. A Theoretical CKM Framework was developed by extracting Human, Organizational and Technological factors from the literature, then, the “Technique for Order of Preference by Similarity to Ideal Solution” (TOPSIS) Multi-Criteria Decision Making (MCDM) method was applied to find the importance level of factors to CKM development in software companies. The weight and priority of factors were determined by 31 experts in enterprise software development companies. The results show that, from an expert viewpoint, CKM antecedent factors are categorized into high priority and low priority groups. Organizational factors such as “Customer Involvement”, “Customer-Centric Culture” and “CKM Strategy Development” are high priority. popup.nrat_date 2026-04-02 Close