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The advent of customer experiential knowledge management approach (CEKM): The integration of offline & online experiential knowledge

Dhouha Jaziri

Journal of Business Research, 2019, vol. 94, issue C, 241-256

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.

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)
Date: 2019
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DOI: 10.1016/j.jbusres.2018.05.029

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