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Innovation Management Based on Customer Satisfaction: The Grounds for Decisions in Scenario of the Knowledge Society

Innovation Management Based on Customer Satisfaction: The Grounds for Decisions in Scenario of the Knowledge Society

Maria Beatriz Marques
Copyright: © 2015 |Pages: 31
ISBN13: 9781466675360|ISBN10: 1466675365|EISBN13: 9781466675377
DOI: 10.4018/978-1-4666-7536-0.ch013
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MLA

Marques, Maria Beatriz. "Innovation Management Based on Customer Satisfaction: The Grounds for Decisions in Scenario of the Knowledge Society." Handbook of Research on Effective Project Management through the Integration of Knowledge and Innovation, edited by George Leal Jamil, et al., IGI Global, 2015, pp. 226-256. https://doi.org/10.4018/978-1-4666-7536-0.ch013

APA

Marques, M. B. (2015). Innovation Management Based on Customer Satisfaction: The Grounds for Decisions in Scenario of the Knowledge Society. In G. Jamil, S. Lopes, A. Malheiro da Silva, & F. Ribeiro (Eds.), Handbook of Research on Effective Project Management through the Integration of Knowledge and Innovation (pp. 226-256). IGI Global. https://doi.org/10.4018/978-1-4666-7536-0.ch013

Chicago

Marques, Maria Beatriz. "Innovation Management Based on Customer Satisfaction: The Grounds for Decisions in Scenario of the Knowledge Society." In Handbook of Research on Effective Project Management through the Integration of Knowledge and Innovation, edited by George Leal Jamil, et al., 226-256. Hershey, PA: IGI Global, 2015. https://doi.org/10.4018/978-1-4666-7536-0.ch013

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Abstract

The immaterial nature of the knowledge society shifts the focus of management processes for the management of people, from the material to the intellectual capital, from the management of resources to the management of information and knowledge about the mediators and mediated by who produce and consume information produced, in order to create value and wealth for sustainable social development. Thus, it is crucial to clarify the concept of innovation and its determination, as more than the quality of the performance systems (intrinsic value) is important to determine the human reaction of the performance of these systems (perceived value). In this chapter, the author proposes that the success of organizations depends on their ability to satisfy the people that constitute their market, physical or virtual. The author suggests that the successful project management of organizations is sustained in decisions based on the management of information and knowledge of their market demand.

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