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

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  • Jaziri, Dhouha

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.

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  • Jaziri, Dhouha, 2019. "The advent of customer experiential knowledge management approach (CEKM): The integration of offline & online experiential knowledge," Journal of Business Research, Elsevier, vol. 94(C), pages 241-256.
    • Handle: RePEc:eee:jbrese:v:94:y:2019:i:c:p:241-256
    DOI: 10.1016/j.jbusres.2018.05.029
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    References listed on IDEAS

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    Cited by:

    1. Lamin B. Ceesay, 2020. "Building a High Customer Experience Management Organization: Toward Customer-Centricity," Jindal Journal of Business Research, , vol. 9(2), pages 162-175, December.
    2. I. Khelladi & S. Castellano & J. Hobeika & M. Perano & D. Rutambuka, 2022. "Customer Knowledge Hiding Behavior in Service Multi-Sided Platforms," Post-Print hal-04445044, HAL.
    3. Thees, Hannes & Störmann, Elina & Thiele, Franziska & Olbrich, Natalie, 2021. "Shaping digitalization among German tourism service providers: Processes and implications," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 7, pages 3-15.
    4. Ruz-Mendoza, Miguel Á. & Trifu, Andreea & Cambra-Fierro, Jesús & Melero-Polo, Iguácel, 2021. "Standardized vs. customized firm-initiated interactions: Their effect on customer gratitude and performance in a B2B context," Journal of Business Research, Elsevier, vol. 133(C), pages 341-353.
    5. Kuen-Cheng Lee & I-Hsiung Chang & Tsung-Jen Wu & Ru-Si Chen, 2022. "The Moderating Role of Perceived Interactivity in the Relationship Between Online Customer Experience and Behavioral Intentions to Use Parenting Apps for Taiwanese Preschool Parents," SAGE Open, , vol. 12(1), pages 21582440221, March.
    6. Wen Zhang & Qiang Wang & Jian Li & Zhenzhong Ma & Gokul Bhandari & Rui Peng, 2023. "What makes deceptive online reviews? A linguistic analysis perspective," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-14, December.
    7. Hannes Thees & Elina Störmann & Franziska Thiele & Natalie Olbrich, 2021. "Shaping digitalization among German tourism service providers: Processes and implications," Post-Print hal-03373971, HAL.
    8. Khelladi, Insaf & Castellano, Sylvaine & Hobeika, Janine & Perano, Mirko & Rutambuka, David, 2022. "Customer knowledge hiding behavior in service multi-sided platforms," Journal of Business Research, Elsevier, vol. 140(C), pages 482-490.

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