The advent of customer experiential knowledge management approach (CEKM): The integration of offline & online experiential knowledge
Journal of Business Research, 2019, vol. 94, issue C, 241-256
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.
Keywords: The customer experience (CX); Customer experiential knowledge management (CEKM); Customer knowledge management (CKM); The tacit knowledge (TK); Online customer service experience (OCSE); Experiential innovation (search for similar items in EconPapers)
References: View references in EconPapers View complete reference list from CitEc
Citations: Track citations by RSS feed
Downloads: (external link)
Full text for ScienceDirect subscribers only
This item may be available elsewhere in EconPapers: Search for items with the same title.
Export reference: BibTeX
RIS (EndNote, ProCite, RefMan)
Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:94:y:2019:i:c:p:241-256
Access Statistics for this article
Journal of Business Research is currently edited by A. G. Woodside
More articles in Journal of Business Research from Elsevier
Bibliographic data for series maintained by Haili He ().