Business-IT Alignment in PSS Value Networks - Linking Customer Knowledge Management to Social Customer Relationship Management

Bagheri, Samaneh; Kusters, Rob J.; Trienekens, Jjm Jos

doi:10.5220/0005370002490257

Cited by 11 publications

(11 citation statements)

References 47 publications

(23 reference statements)

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“…Consequently, including multiple actors with different perspectives and expectations-as the end users group in requirement elicitation processes-makes communication among VN actors and system analysts even more difficult and demands more attention. On the other hand, customer knowledge is imperative for understanding customer needs, as customer understanding is the first step of integrated solutions provision process [11,12]. Therefore, to co-create customer knowledge which is accessible and useable by VN actors, effective management of customer knowledge is required in VN settings [12].…”

Section: Introductionmentioning

confidence: 99%

“…On the other hand, customer knowledge is imperative for understanding customer needs, as customer understanding is the first step of integrated solutions provision process [11,12]. Therefore, to co-create customer knowledge which is accessible and useable by VN actors, effective management of customer knowledge is required in VN settings [12].…”

Section: Introductionmentioning

confidence: 99%

“…In the generic research field of knowledge management, it has been widely recognized that the success of any knowledge management initiative depends on people, processes, and ITbased supportive systems (i.e. knowledge management systems; KMS) [12][13][14]. Regarding the process aspect of customer knowledge management within a VN (VN-CKM), in previous work we developed a process-based framework of VN-CKM.…”

Section: Introductionmentioning

confidence: 99%

“…The reasons for our focus on the tacit-related VN-CKM processes are: 1) the predominant role of tacit knowledge and the operant resource in general-in providing integrated solutions-has been emphasized in the servitization and VN literature [15][16][17]. 2) While the literature acknowledges the role of KMS in facilitating knowledge management process in general [18], there is lack of research on developing systems to facilitate tacit knowledge processes, especially in the context of VN [12,19].…”

Section: Introductionmentioning

confidence: 99%

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Eliciting end users requirements of a supportive system for tacit knowledge management processes in value networks: A Delphi study

Bagheri

Kusters

Trienekens

2017

2017 International Conference on Engineering, Technology and Innovation (ICE/ITMC)

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DOI to the publisher's website. • The final author version and the galley proof are versions of the publication after peer review. • The final published version features the final layout of the paper including the volume, issue and page numbers. Link to publication General rights Copyright and moral rights for the publications made accessible in the public portal are retained by the authors and/or other copyright owners and it is a condition of accessing publications that users recognise and abide by the legal requirements associated with these rights. • Users may download and print one copy of any publication from the public portal for the purpose of private study or research. • You may not further distribute the material or use it for any profit-making activity or commercial gain • You may freely distribute the URL identifying the publication in the public portal. If the publication is distributed under the terms of Article 25fa of the Dutch Copyright Act, indicated by the "Taverne" license above, please follow below link for the End User Agreement:

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Eliciting end users requirements of a supportive system for tacit knowledge management processes in value networks: A Delphi study

Bagheri

Kusters

Trienekens

2017

2017 International Conference on Engineering, Technology and Innovation (ICE/ITMC)

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“…Some studies show that ICTs, especially CRM systems [37], Business Intelligence systems [38], and social media [39]- [44] can be used for knowledge management.…”

Section: Icts Supporting Prosumers' Knowledge Sharingmentioning

confidence: 99%

Information and Communication Technologies for Supporting Prosumers Knowledge Sharing – Evidence from Poland and United Kingdom

Ziemba¹,

Eisenbardt²,

Mullins³

2016

Annals of Computer Science and Information Systems

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Abstract-InformationConsumers who share their knowledge with enterprises with the aim of creating values and benefits for enterprises and their own consumption are known as "prosumers," whereas the process in which they share knowledge with enterprises is consistent with the notion of "prosumption"[12]- [17]. In general, prosumption refers to situations in which prosumers share knowledge not only with enterprises, but also with other prosumers to produce things of value for enterprises, and also for themselves.Given that advances in ICTs have made it easier to share knowledge and these ICT developments have made the world increasing interconnected, many enterprises recognise there are challenges to employ the appropriate ICTs to facilitate knowledge sharing with prosumers. In considering the complexity of prosumption, prosumers' knowledge sharing initiatives and the variety of ICTs, enterprise must often confront these challenging tasks in deciding what type of ICTs to deploy in support of their prosumption initiatives.The existing studies mostly examine ICTs for knowledge management in enterprises [18]-[23]. Researchers argued that ICTs play an important role in acquiring, codifying, storing, creating, sharing and applying knowledge that can be crucial for effective decision making and control at all levels.The authors of this paper, following an extensive review of the literature, did not uncover any deep studies to interpret how ICTs support prosumers' knowledge sharing with enterprises. This reveals a need to study the ICTs that should be adopted and used by enterprises to better enable prosumers' knowledge sharing. Therefore, conducting research among prosumers and enterprises should contribute to greater understanding of the use of ICTs for prosumers' knowledge sharing and should help fill the gap in the existing body of knowledge.In light of the above limitations, this paper focuses on investigating the choice of ICTs supporting prosumers' knowledge sharing in Poland and the UK. Its aim is to indicate the ICTs that are currently used by prosumers in comparison with the preferred ICTs expected to be used by prosumers.The paper is structured as follows. Section I is an introduction to the subject. Section II states the theoretical background of ICTs for supporting prosumers' knowledge sharing and poses a research question. Section III describes the research methodology. Section IV presents the research findings on ICTs used and expected to be used by prosumers to facilitate knowledge sharing. Section V provides the study's contributions and limitations, and implications for the findings and considerations for future investigative work.

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Customer knowledge management antecedent factors: A systematic literature review

Khosravi

Hussin

2018

Knowl Process Manag

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Customer knowledge (CK) is recognized as a critical organizational resource that provides competitive advantage. Capability of absorbing, sharing, and applying CK can be a challenge for organizations. Human, Organizational, and Technological conditions that facilitate CK management (CKM) are vital capabilities for organizations. This article intends to delve into the world of CKM by appraising and scrutinizing the present state of research and extracting organizational, individual, and technological CKM precursor factors. On the basis of a systematic literature review, this study gathers, integrates, and scrutinizes 66 papers pertaining to CKM precursor factors published during the period 2003–2016 on seven databases by adhering to a predefined review convention. The chosen articles have been appraised so as to mine pertinent information on a series of research questions. We noted a general rise in the number of related papers in the last 8‐year period. Selected articles have investigated CKM in 14 different contexts and 19 different countries. The result of extracting CKM antecedent factors shows that “Customer‐Centric Culture,” “Collaboration System,” and “CRM Technology Infrastructure” have the most frequency in the literature. However, “Intellectual Property,” “Program Champion,” and “Trust” are less iterative factors. Therefore, companies and researchers can use the result of this research for developing Human, Organization, and Technological capabilities in order to implement CKM successfully.

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Business-IT Alignment in PSS Value Networks - Linking Customer Knowledge Management to Social Customer Relationship Management

Cited by 11 publications

References 47 publications

Eliciting end users requirements of a supportive system for tacit knowledge management processes in value networks: A Delphi study

Eliciting end users requirements of a supportive system for tacit knowledge management processes in value networks: A Delphi study

Information and Communication Technologies for Supporting Prosumers Knowledge Sharing – Evidence from Poland and United Kingdom

Customer knowledge management antecedent factors: A systematic literature review

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