Customer knowledge transfer challenges in a co-creation value network: toward a reference model

Samaneh Bagheri (Corresponding author), Rob Kusters, Jos Trienekens

Onderzoeksoutput: Bijdrage aan tijdschriftTijdschriftartikelAcademicpeer review

Uittreksel

In today’s interconnected global marketplace, where customers have become increasingly knowledgeable and
empowered, a customer-centric view is becoming a prominent differentiating strategy for firms. Accordingly,
firms with the aim of delivering a seamless customer experience strive to offer integrated solutions. This quite
often relies on inter-organizational collaboration in the context of a value network In this context, customerrelated knowledge is regarded as one of the primary sources in the provisioning process of integrated solutions.
This, in turn, implies the importance of effective sharing of customer knowledge among actors of a value network.
Customer knowledge transfer is difficult due to some recognizable challenges such as a lack of trust. Because
of the added complexity of a value network, achieving a shared understanding among actors about customer
knowledge transfer challenges in a value network setting (VN-CKTC) might be more difficult. A systematic and
comprehensive overview of the VN-CKTC (in the form of a reference model) might support this by providing
additional structure.
Although scholars have long studied knowledge transfer challenges within business network settings, they are
usually limited in scope and their resulting challenges differ widely. Therefore, they provide insufficient coverage of the possible challenges. A more comprehensive view is thus needed. Our research aims at designing and
validating a reference model that provides a systematic and wider spectrum of possible VN-CKTC. To this end, a
design science research approach is followed. In the design phase, by conducting a systematic literature review
followed by a structured classification, a reference model of VN-CKTC is designed. In the evaluation phase, the
validation of this designed artifact is evaluated in a value network setting by conducting multiple case studies.
The results of this study give us both theoretically and context-specific descriptions of the significant relevant of
these challenges.
The proposed reference model provides a rich picture of VN-CKTC. Decision makers of value networks can use
this reference model as a means to achieve a shared understanding about customer knowledge transfer challenges and to come to an agreement on these challenges. They can also apply it to be aware of which challenges
to focus on, so they are provided with a much stronger basis to make better-informed decisions to address and
mitigate these challenges.
TaalEngels
Pagina's198-214
Aantal pagina's17
TijdschriftInternational Journal of Information Management
Volume47
DOI's
StatusGepubliceerd - 2019

Vingerafdruk

knowledge transfer
customer
Values
firm
research approach
decision maker
artifact
coverage
Industry
lack
science
evaluation
experience

Citeer dit

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abstract = "In today’s interconnected global marketplace, where customers have become increasingly knowledgeable andempowered, a customer-centric view is becoming a prominent differentiating strategy for firms. Accordingly,firms with the aim of delivering a seamless customer experience strive to offer integrated solutions. This quiteoften relies on inter-organizational collaboration in the context of a value network In this context, customerrelated knowledge is regarded as one of the primary sources in the provisioning process of integrated solutions.This, in turn, implies the importance of effective sharing of customer knowledge among actors of a value network.Customer knowledge transfer is difficult due to some recognizable challenges such as a lack of trust. Becauseof the added complexity of a value network, achieving a shared understanding among actors about customerknowledge transfer challenges in a value network setting (VN-CKTC) might be more difficult. A systematic andcomprehensive overview of the VN-CKTC (in the form of a reference model) might support this by providingadditional structure.Although scholars have long studied knowledge transfer challenges within business network settings, they areusually limited in scope and their resulting challenges differ widely. Therefore, they provide insufficient coverage of the possible challenges. A more comprehensive view is thus needed. Our research aims at designing andvalidating a reference model that provides a systematic and wider spectrum of possible VN-CKTC. To this end, adesign science research approach is followed. In the design phase, by conducting a systematic literature reviewfollowed by a structured classification, a reference model of VN-CKTC is designed. In the evaluation phase, thevalidation of this designed artifact is evaluated in a value network setting by conducting multiple case studies.The results of this study give us both theoretically and context-specific descriptions of the significant relevant ofthese challenges.The proposed reference model provides a rich picture of VN-CKTC. Decision makers of value networks can usethis reference model as a means to achieve a shared understanding about customer knowledge transfer challenges and to come to an agreement on these challenges. They can also apply it to be aware of which challengesto focus on, so they are provided with a much stronger basis to make better-informed decisions to address andmitigate these challenges.",
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Customer knowledge transfer challenges in a co-creation value network: toward a reference model. / Bagheri, Samaneh (Corresponding author); Kusters, Rob; Trienekens, Jos.

In: International Journal of Information Management, Vol. 47, 2019, blz. 198-214.

Onderzoeksoutput: Bijdrage aan tijdschriftTijdschriftartikelAcademicpeer review

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