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The customer knowledge management and innovation

Author

Listed:
  • Juan Mejía Trejo

    (Universidad de Guadalajara, Mexico)

  • José Sánchez Gutiérrez

    (Universidad de Guadalajara, Mexico)

  • Gonzalo Maldonado Guzman

    (Universidad Autónoma de Aguascalientes, Mexico)

Abstract

Innovation is a key factor to increase the competitive advantage for business. When the Innovation is improved by the Knowledge Management, it does in the firms based on the sense of information: for, from and about the customers and is called: Customer Knowledge Management. So, the aim of this study is to solve: which are the latent factors between Innovation and Customer Knowledge Management relationship? To achieve it, a questionnaire was designed and applied to the 500 Chief Executive Officers from the small & media enterprises software sector in Guadalajara, Mexico, that are part of the value chain, involving: designers, manufacturers and suppliers. The study applied the Structural Equations Model as a quantitative method to discover the underlying relationships amongst the most relevant variables between Innovation on Customer Knowledge Management, as: Driver of Innovation, Support, other Sources of Knowledge, Satisfaction, Experience and Performance with a total of 15 indicators.

Suggested Citation

  • Juan Mejía Trejo & José Sánchez Gutiérrez & Gonzalo Maldonado Guzman, 2016. "The customer knowledge management and innovation," Contaduría y Administración, Accounting and Management, vol. 61(3), pages 456-477, Julio-Sep.
    • Handle: RePEc:nax:conyad:v:61:y:2016:i:3:p:456-477
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    File URL: http://www.cya.unam.mx/index.php/cya/article/view/1124
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    References listed on IDEAS

    as
    1. Rajagopal, 2014. "The Human Factors," Palgrave Macmillan Books, in: Architecting Enterprise, chapter 9, pages 225-249, Palgrave Macmillan.
    2. Gibbert, Michael & Leibold, Marius & Probst, Gilbert, 2002. "Five Styles of Customer Knowledge Management, and How Smart Companies Use Them To Create Value," European Management Journal, Elsevier, vol. 20(5), pages 459-469, October.
    3. Nicolai J. Foss & Keld Laursen & Torben Pedersen, 2011. "Linking Customer Interaction and Innovation: The Mediating Role of New Organizational Practices," Organization Science, INFORMS, vol. 22(4), pages 980-999, August.
    Full references (including those not matched with items on IDEAS)

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    Cited by:

    1. Agnieszka Izabela Baruk & Anna Goliszek, 2022. "The Associations of Young Poles with Green Energy in the Context of Self-Assessment of Their Relevant Knowledge and the Importance Attached to the Energy Sources Used," Energies, MDPI, vol. 15(19), pages 1-18, September.

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    More about this item

    Keywords

    Innovation stages; Customer Knowledge Management; Business;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • O30 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - General

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