Using knowledge from customers to product innovation and reverse flows decrease: a conceptual model
| Authors | |
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| Year of publication | 2018 |
| Type | Article in Proceedings |
| Conference | Societal Impact of Knowledge and Design |
| MU Faculty or unit | |
| Citation | |
| Keywords | customer knowledge management;knowledge from customers;feedback;innovation;reverse flow |
| Description | This study attempts to conceptualise the already existing knowledge that investigates how knowledge (information) from customers is used to innovate products (services).It presents partial results from an extensive systematic literature review. For this study, the seven most suitable papers from the sample of 138 were chosen and thoroughly coded. The whole sample was identified according to a systematic search in WOS and Scopus index databases. The analysis was conducted in Atlas.ti. No comprehensive synthesis or empirical research that would specifically focus on the ways and reasons of using knowledge from customers to product and service innovations and to reducing reverse flows was found. Therefore, this study is the first step that will lead to better understanding why, how, when, what and who is gathering the knowledge from customers and why, how, when, and by whom is the knowledge used (if at all). This research is unique in the context of CKM for two reasons. Firstly, it focuses holistically on the studied phenomenon instead of using the only context of one discipline (e.g. Quality Management or Customer Relationship Management). Secondly, it uses the perspective of reverse flows. The proposed conceptual model can be beneficial both for academicians and practitioners. The model will help researchers with future research attempts in the studied context. The practitioners could use the model as a reference that could help them when starting to design how the information and knowledge from customers will be gathered and what should be gathered. |
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