دانلود رایگان مقاله انگلیسی ظهور رویکرد مدیریت دانش مشتری تجربی (CEKM): ادغام دانش تجربی آنلاین و آفلاین - الزویر 2018

ABSTRACT

This paper builds a conceptual reflection leading to the proposition of the customer experiential knowledge management (CEKM) approach. The challenge, here, is how to connect the customer knowledge management to the customer lived service experience. Hence, a conceptual analysis ascertains that the customer knowledge, as retrieved from his lived experience, plays a key role in the implementation of an experiential innovation. In this regard, the customer experiential knowledge is drawn from the lived service experience in situ, both online and offline. The customer experiential knowledge is redefined by integrating the experience lived and shared online. Then, a strategic model of CEKM, that integrates the customer experience processed through the knowledge management, is proposed. Research gaps are highlighted through a critical review of the literature in order to defend CEKM approach and give way to the proposition of practical implications in terms of competencies and research questions.

5. Conclusion

At the theory level, this research, first aimed to respond to the lack of research in the CKM field that addresses the customer's tacit knowledge. In this case, this research delved into the essence of the customer experiential knowledge. The Second aim was to conceptualize the CKM on the basis of the customer service experience and to enrich the research innovation by giving it more precision. In this case, the research was interested in a specific type of innovation, namely the innovation in terms of the experience offer. The previously mentioned gaps led us to propose the customer experiential knowledge management approach.

Through this research, we are based on the analysis of service dominant logic (SDL) paradigm, early established by Vargo and Lusch (2004) and of the knowledge based theory. On the one hand, The SDL paradigm premises not only evince the pivotal role of customer experience but also it represents the knowledge as an essential unit of exchange and shows a direct relationship with the knowledge based theory. On the other hand, the SDL paradigm strongly supports the assumption that the value is created and determined by the beneficiary; hence, the experiential knowledge is vital for organization. However, a thorough examination of the theory regarding the knowledge based organizational competencies does not address the experiential knowledge which is an important component of customer knowledge.