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Customer Experiential Knowledge's Contribution to Innovation Management: Toward the Definition of a New Organizational Competence

Customer Experiential Knowledge's Contribution to Innovation Management: Toward the Definition of a New Organizational Competence

Dhouha Jaziri
Copyright: © 2019 |Pages: 21
ISBN13: 9781522562252|ISBN10: 1522562257|EISBN13: 9781522562269
DOI: 10.4018/978-1-5225-6225-2.ch010
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MLA

Jaziri, Dhouha. "Customer Experiential Knowledge's Contribution to Innovation Management: Toward the Definition of a New Organizational Competence." Handbook of Research on Expanding Business Opportunities With Information Systems and Analytics, edited by George Leal Jamil, IGI Global, 2019, pp. 204-224. https://doi.org/10.4018/978-1-5225-6225-2.ch010

APA

Jaziri, D. (2019). Customer Experiential Knowledge's Contribution to Innovation Management: Toward the Definition of a New Organizational Competence. In G. Jamil (Ed.), Handbook of Research on Expanding Business Opportunities With Information Systems and Analytics (pp. 204-224). IGI Global. https://doi.org/10.4018/978-1-5225-6225-2.ch010

Chicago

Jaziri, Dhouha. "Customer Experiential Knowledge's Contribution to Innovation Management: Toward the Definition of a New Organizational Competence." In Handbook of Research on Expanding Business Opportunities With Information Systems and Analytics, edited by George Leal Jamil, 204-224. Hershey, PA: IGI Global, 2019. https://doi.org/10.4018/978-1-5225-6225-2.ch010

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Abstract

Many researchers have explored the knowledge management theory. However, to the author's knowledge few were interested in the tacit knowledge construct, whether it is gained inside or outside the organization. This chapter has a challenge to analyze in-depth the embedded knowledge gained from the customer, especially as it sheds light on the role of customer experiential knowledge by defining the customer experiential knowledge. It follows an emphasis on the customer experience and its close relationships with innovation management. Hence, a thorough theoretical background is presented progressively in order to define a new organizational competence labeled CEKMC. The first part presents an overview of the knowledge status, fundamental knowledge views, the evolutionary theory to the tacit knowledge construct. The second part stresses the definition of customer tacit knowledge related to customer experience. Finally, the conclusion defines a new organizational competence relative to this knowledge while discussing its contribution, especially to the experiential innovation type.

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