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

Authors

Cepeda-Carrion, Ignacio , Martelo-Landroguez, Silvia , LEAL RODRÍGUEZ, ANTONIO LUIS, Leal-Millan, Antonio

External publication

No

Means

European Res. Manag. Bus. Econom.

Scope

Article

Nature

Científica

JCR Quartile

✗

SJR Quartile

✗

SJR Impact

0.154

Web

https://www.scopus.com/inward/record.uri?eid=2-s2.0-85006804288&doi=10.1016%2fj.iedeen.2016.03.001&partnerID=40&md5=f7c7d058414f57786692cd7535fc6c8b

Publication date

01/01/2017

ISI

000390257500001

Scopus Id

2-s2.0-85006804288

DOI

10.1016/j.iedeen.2016.03.001

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. (C) 2016 AEDEM. Published by Elsevier Espana, S.L.U.

Keywords

Dynamic capability; Knowledge management; Knowledge management processes; Customer value; Microfoundations of dynamic capabilities