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customer knowledge management service shop res km office 365 microsoft office 365 knowledge management office 365 business e-services e-business models 爻丕蹖鬲賴丕蹖 鬲噩丕乇蹖 爻丕蹖鬲賴丕蹖 禺丿賲丕鬲蹖 亘丕夭丕乇蹖丕亘蹖 丕蹖賳鬲乇賳鬲蹖 e-marketing 鬲亘賱蹖睾丕鬲 丕蹖賳鬲乇賳鬲蹖 丕賱讴鬲乇赖 fuzzy electre mcdm electre decision making 鬲氐賲蹖賲 诏蹖乇蹖 趩賳丿 賲毓蹖丕乇賴 丕賱讴鬲乇赖 賮丕夭蹖 starbucks project manager decision support system cross efficiency data envelopment analysis social media analysis social media organizations goals ckm