Abstract
Following a service orientation paradigm, value is no longer restricted to product
functionalities. Value is in particular based on co-creation with customers, making use of their experiences and leading to so-called integrated solutions. The longitudinal view on relationships with customers requires networked collaboration of multiple partners with their mutual customers within the context of a product-service system (PSS) value network. A customer-centric view on solution offerings motivates PSS value networks to enhance their understanding of customers’ needs. To achieve a shared understanding of customers’ needs across a network, customer knowledge can be seen as a prerequisite.
Prior research has been primarily focused on an intra-organizational perspective on customer knowledge management (CKM), in which customer knowledge (CK) is obtained in a one-to-one relationship. In the context of PSS value networks, besides the individual CK of each partner, CK is also co-created through the interaction of several partners with customers during solution processes.
However, this asks for a broader conceptualization of CKM. Moreover, a long term relationship with customers demonstrates new opportunities for CKM. Hence, a firm-centric approach is inadequate for managing the network-level processes of CK creation, storage / retrieval, transfer, and application across a PSS value network. Based on a systematic literature review on both CKM within a PSS value network, and collaborative knowledge management, we present in this paper a conceptual
framework of the value network customer knowledge management (VN-CKM) lifecycle. We will characterize its four main processes based on the novel characteristics of a PSS value network.
Original language | English |
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Title of host publication | Proceedings of the 16th European Conference on Knowledge Management, ECKM 2015 |
Editors | A. Garlatti, M. Massaro |
Place of Publication | Reading |
Publisher | Academic Conferences Limited |
Pages | 66-77 |
Number of pages | 12 |
ISBN (Print) | 9781910810460 |
Publication status | Published - 2015 |
Event | 16th European Conference on Knowledge Management, ECKM 2015 - Udine, Italy Duration: 3 Sep 2015 → 4 Sep 2015 |
Conference
Conference | 16th European Conference on Knowledge Management, ECKM 2015 |
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Country/Territory | Italy |
City | Udine |
Period | 3/09/15 → 4/09/15 |
Keywords
- Co-creation
- Customer knowledge management
- Integrated solution
- PSS value network