دانلود رایگان مقاله فرآیندهای انتقادی مدیریت دانش: رویکردی به سوی ایجاد ارزش مشتری

ABSTRACT

The aim of this article is to contribute to the literature by identifying and analyzing possible combinations between critical knowledge management processes (absorptive capacity, knowledge transfer and knowledge application), which will result in the creation of superior customer value. The main research question this work addresses is: given that customers are demanding each day a greater value, how can organizations create more value to customers from their knowledge management processes and the combination of them? We propose that the combination of the three knowledge management processes builds a dynamic or higher-order capability that results in the creation of superior value for customers.

5. Conclusions, limitations and future research

In this study, we argue that companies acting in a tremendously competitive and changing environment need to be especially aware of the need to generate superior customer value. To create this value, firms ought necessarily to combine and properly renew their organizational capabilities, which must be customer-focused and able to permanently adapt to their environment changes. The dynamism and the uncertainty inherent to markets actively hinder the sustaining of competitive advantages over time. Therefore, companies must continuously create new customer value while maintaining the value created in previous periods (Eisenhardt & Martin, 2000; Morrow et al., 2007; Sirmon et al., 2007)