University of Oulu

Heikka, E‐L. Constructing customer knowledge in knowledge‐intensive customer relationships. Knowl Process Manag. 2020; 27: 251– 261. https://doi.org/10.1002/kpm.1650

Constructing customer knowledge in knowledge‐intensive customer relationships

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Author: Heikka, Eija‐Liisa1
Organizations: 1Department of Marketing, Management and International Business, University of Oulu Business School, Oulu, Finland
Format: article
Version: accepted version
Access: embargoed
Persistent link: http://urn.fi/urn:nbn:fi-fe2020111189972
Language: English
Published: John Wiley & Sons, 2020
Publish Date: 2022-07-28
Description:

Abstract

Knowing your customers and their needs is a topic that has attracted increasing interest in the business and academic worlds. In line with this, constructing customer knowledge has come under examination in this study. A firm’s ability to construct customer knowledge creates solid ground for responding better to its customers’ needs. In the business‐to‐business markets, customers are demanding increasingly knowledge‐intensive services. Therefore, examining the topic is particularly important in this specific context. In this study, the purpose is to find out how customer knowledge is constructed in knowledge‐intensive customer relationships. To accomplish this purpose, a qualitative multiple case study is organized around seven case relationships allowing within‐case and cross‐case comparisons. The findings of this study describe a variety of practices knowledge‐intensive firms can utilize in constructing customer knowledge in their daily activities. This study helps KIBS organizations in their efforts to create a source of competitive advantage as customer knowledge is a critical asset for firms, especially in a fast‐changing knowledge‐intensive environment.

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Series: Knowledge and process management
ISSN: 1092-4604
ISSN-E: 1099-1441
ISSN-L: 1092-4604
Volume: 27
Issue: 4
Pages: 251 - 261
DOI: 10.1002/kpm.1650
OADOI: https://oadoi.org/10.1002/kpm.1650
Type of Publication: A1 Journal article – refereed
Field of Science: 512 Business and management
Subjects:
Copyright information: © 2020 John Wiley & Sons Ltd. This is the peer reviewed version of the following article: Heikka, E‐L. Constructing customer knowledge in knowledge‐intensive customer relationships. Knowl Process Manag. 2020; 27: 251– 261, which has been published in final form at https://doi.org/10.1002/kpm.1650. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Self-Archiving.