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Customer knowledge management and IT-enabled business model innovation: A conceptual framework and a case study from China

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  • Wu, Jiebing
  • Guo, Bin
  • Shi, Yongjiang

Abstract

This paper provides a conceptual framework to explore the linking mechanisms between customer knowledge management and IT-based business model innovation. With a case study from a Chinese leading telecommunications company, this paper attempts to empirically justify the model. In this conceptual model, three types of customer-related knowledge (i.e., knowledge about customer, knowledge from customer and knowledge for customer) contribute to value creation in business model innovation within different mechanisms. Meanwhile, IT increases knowledge accessibility for both firms and customers in value delivery, and enables firms to increase revenue streams with lower costs in value capture for business model innovation. The study links customer knowledge management research to business model innovation literature, and extends the customer knowledge management research through integrating both customer perspective and firm perspective. For practitioners, this study may help companies to understand the linking mechanisms and identify the opportunities of gaining benefit from bridging customer knowledge management and business model innovation.

Suggested Citation

  • Wu, Jiebing & Guo, Bin & Shi, Yongjiang, 2013. "Customer knowledge management and IT-enabled business model innovation: A conceptual framework and a case study from China," European Management Journal, Elsevier, vol. 31(4), pages 359-372.
    • Handle: RePEc:eee:eurman:v:31:y:2013:i:4:p:359-372
    DOI: 10.1016/j.emj.2013.02.001
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    5. Shinhye Kim & Melanie Bowen & Xiaohan (Hannah) Wen, 2019. "The ultimate co-creation: leveraging customer input in business model innovation," AMS Review, Springer;Academy of Marketing Science, vol. 9(3), pages 339-356, December.
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    7. Müller, Julian & Maier, Lukas & Veile, Johannes & Voigt, Kai-Ingo, 2017. "Cooperation strategies among SMEs for implementing industry 4.0," Chapters from the Proceedings of the Hamburg International Conference of Logistics (HICL), in: Kersten, Wolfgang & Blecker, Thorsten & Ringle, Christian M. (ed.), Digitalization in Supply Chain Management and Logistics: Smart and Digital Solutions for an Industry 4.0 Environment. Proceedings of the Hamburg Inter, volume 23, pages 301-318, Hamburg University of Technology (TUHH), Institute of Business Logistics and General Management.
    8. Encarnación García-Sánchez & Víctor Jesús García-Morales & María Teresa Bolívar-Ramos, 2017. "The influence of top management support for ICTs on organisational performance through knowledge acquisition, transfer, and utilisation," Review of Managerial Science, Springer, vol. 11(1), pages 19-51, January.
    9. Mark Loon & Roy Chik, 2019. "Efficiency-centered, innovation-enabling business models of high tech SMEs: Evidence from Hong Kong," Asia Pacific Journal of Management, Springer, vol. 36(1), pages 87-111, March.
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    12. Hana Urbancová & Lucie Vnoučková, 2015. "Application Of Talent And Knowledge Management In The Czech And Slovak Republics: First Empirical Approaches," Economic Annals, Faculty of Economics and Business, University of Belgrade, vol. 60(205), pages 105-138, April – J.
    13. Müller, Julian Marius & Buliga, Oana & Voigt, Kai-Ingo, 2018. "Fortune favors the prepared: How SMEs approach business model innovations in Industry 4.0," Technological Forecasting and Social Change, Elsevier, vol. 132(C), pages 2-17.
    14. Miao, Yumeng & Du, Rong & Ou, Carol, 2022. "Guanxi circles and light entrepreneurship in social commerce : The roles of mass entrepreneurship climate and technology affordances," Other publications TiSEM f19a203f-abb6-4835-9c34-2, Tilburg University, School of Economics and Management.
    15. Murillo Vetroni Barros & Mariane Bigarelli Ferreira & Guilherme Francisco Prado & Cassiano Moro Piekarski & Claudia Tania Picinin, 2020. "The interaction between knowledge management and technology transfer: a current literature review between 2013 and 2018," The Journal of Technology Transfer, Springer, vol. 45(5), pages 1585-1606, October.
    16. Budler, Marko & Župič, Ivan & Trkman, Peter, 2021. "The development of business model research: A bibliometric review," Journal of Business Research, Elsevier, vol. 135(C), pages 480-495.
    17. Behzad Lak & Jalal Rezaeenour, 2017. "Effective Factors of Social Customer Knowledge Management (SCKM) in Organisations: Study of Electronic Service Providers in Iran," Journal of Information & Knowledge Management (JIKM), World Scientific Publishing Co. Pte. Ltd., vol. 16(02), pages 1-24, June.
    18. Huo, Baofeng & Gu, Minhao & Jiang, Bin, 2018. "China-related POM research: Literature review and suggestions for future research," International Journal of Production Economics, Elsevier, vol. 203(C), pages 134-153.
    19. Mohsen Behnam & Geoff Dickson & Vahid Delshab & Anna Gerke & Parvaneh Savari Nikou, 2023. "The moderating effect of fan engagement on the relationship between fan knowledge and fan co-creation in social media," Post-Print hal-03969039, HAL.

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