Business Intelligence

Customer Knowledge Creation In Strategic Business Networks Towards An Analytical Framework

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Executive Summary

This paper focuses on customer knowledge creation in strategic business networks. The authors suggest that different knowledge creation processes require different types of interaction between companies. Based on this idea and drawing on literature from organizational learning, strategic networks and the IMP industrial network approach they propose an analytical framework for describing customer knowledge creation within a strategic business network. The framework takes into account the levels of knowledge creation (community of interaction, business relationship and network), the processes of knowledge creation (combination, internalization, externalization and socialization) and the qualities of business relationships (initiation, encounter, intimacy) required to create customer knowledge in strategic business networks.

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