Critical processes of knowledge management: An approach toward the creation of customer value

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• 作者：Ignacio Cepeda-Carrion^a ; Silvia Martelo-Landroguez^a ; ¹ ; ^{smartelo@us.es} ; Antonio L. Leal-Rodrí ; guez^b ; Antonio Leal-Millá ; n^a
• 关键词：M10 ; M15 ; M19 ; M29
• 刊名：European Research on Management and Business Economics
• 出版年：2017
• 出版时间：January-April 2017
• 年：2017
• 卷：23
• 期：1
• 页码：1-7
• 全文大小：703 K
• 卷排序：23

文摘

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.