CRITICAL PROCESSES OF KNOWLEDGE MANAGEMENT: AN APPROACH TOWARD THE CREATION OF CUSTOMER VALUE

Ignacio Cepeda-Carrion (), Silvia Martelo-Landroguez (), Antonio L. Leal-Rodríguez () and Antonio Leal-Millán ()
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Ignacio Cepeda-Carrion: Universidad de Sevilla (Spain)
Silvia Martelo-Landroguez: Universidad de Sevilla (Spain)
Antonio L. Leal-Rodríguez: Universidad de Sevilla (Spain)
Antonio Leal-Millán: Universidad de Sevilla (Spain)

European Research on Management and Business Economics (ERMBE), 2017, vol. 23, issue 1, 1-7

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. / 0

Keywords: Dynamic capability; Knowledge management; Knowledge management processes; Customer value; Microfoundations of dynamic capabilities (search for similar items in EconPapers)
JEL-codes: M10 M15 M19 M29 (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (8)

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