Critical processes of knowledge management: An approach toward the creation of customer value

Ignacio Cepeda-Carrion ^[1] ; Silvia Martelo-Landroguez ^[1] ; Antonio L. Leal-Rodríguez ^[2] ; Antonio Leal-Millán ^[1]
1. [1] Universidad de Sevilla
  
  Universidad de Sevilla
  
  Sevilla, España
2. [2] Universidad Loyola Andalucía
  
  Universidad Loyola Andalucía
  
  Sevilla, España
Localización: European Research on Management and Business Economics, ISSN 2444-8834, Vol. 23, Nº. 1, 2017, págs. 1-7
Idioma: inglés
Enlaces
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Resumen
- The aim of this article is to contribute to the literature by identifying and analyzing possible combinations between critical knowledge management processes (absorptive capacity, knowledge transfer and knowledge application), which will result in the creation of superior customer value. The main research question this work addresses is: given that customers are demanding each day a greater value, how can organizations create more value to customers from their knowledge management processes and the combination of them? We propose that the combination of the three knowledge management processes builds a dynamic or higher-order capability that results in the creation of superior value for customers.