Abstract
| Original language | English |
|---|---|
| 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 |
|---|---|
| Country | Italy |
| City | Udine |
| Period | 3/09/15 → 4/09/15 |
Fingerprint
Keywords
- Co-creation
- Customer knowledge management
- Integrated solution
- PSS value network
Cite this
}
The customer knowledge management lifecycle in PSS value networks : towards process characterization. / Bagheri, Samaneh; Kusters, Rob; Trienekens, Jos.
Proceedings of the 16th European Conference on Knowledge Management, ECKM 2015. ed. / A. Garlatti; M. Massaro. Reading : Academic Conferences Limited, 2015. p. 66-77.Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review
TY - GEN
T1 - The customer knowledge management lifecycle in PSS value networks : towards process characterization
AU - Bagheri, Samaneh
AU - Kusters, Rob
AU - Trienekens, Jos
PY - 2015
Y1 - 2015
N2 - 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.
AB - 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.
KW - Co-creation
KW - Customer knowledge management
KW - Integrated solution
KW - PSS value network
UR - http://www.scopus.com/inward/record.url?scp=85006826205&partnerID=8YFLogxK
M3 - Conference contribution
SN - 9781910810460
SP - 66
EP - 77
BT - Proceedings of the 16th European Conference on Knowledge Management, ECKM 2015
A2 - Garlatti, A.
A2 - Massaro, M.
PB - Academic Conferences Limited
CY - Reading
ER -