The customer knowledge management lifecycle in PSS value networks : towards process characterization

Samaneh Bagheri, Rob Kusters, Jos Trienekens

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

15 Citations (Scopus)
283 Downloads (Pure)


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 languageEnglish
Title of host publicationProceedings of the 16th European Conference on Knowledge Management, ECKM 2015
EditorsA. Garlatti, M. Massaro
Place of PublicationReading
PublisherAcademic Conferences Limited
Number of pages12
ISBN (Print)9781910810460
Publication statusPublished - 2015
Event16th European Conference on Knowledge Management, ECKM 2015 - Udine, Italy
Duration: 3 Sept 20154 Sept 2015


Conference16th European Conference on Knowledge Management, ECKM 2015


  • Co-creation
  • Customer knowledge management
  • Integrated solution
  • PSS value network


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