{"id":"https://openalex.org/W2063774580","doi":"https://doi.org/10.1504/ijkms.2014.067220","title":"Customer knowledge management: state of the art and future research directions","display_name":"Customer knowledge management: state of the art and future research directions","publication_year":2014,"publication_date":"2014-01-01","ids":{"openalex":"https://openalex.org/W2063774580","doi":"https://doi.org/10.1504/ijkms.2014.067220","mag":"2063774580"},"language":"en","primary_location":{"id":"doi:10.1504/ijkms.2014.067220","doi":"https://doi.org/10.1504/ijkms.2014.067220","is_oa":false,"landing_page_url":"https://doi.org/10.1504/ijkms.2014.067220","pdf_url":null,"source":{"id":"https://openalex.org/S137166528","display_name":"International Journal of Knowledge Management Studies","issn_l":"1743-8268","issn":["1743-8268","1743-8276"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-20","russia-white-list-3"],"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Knowledge Management Studies","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5039532913","display_name":"Stefan Wilhelm","orcid":"https://orcid.org/0000-0002-9338-2313","observed_orcids":["https://orcid.org/0000-0002-9338-2313"]},"institutions":[{"id":"https://openalex.org/I184656255","display_name":"University of Liechtenstein","ror":"https://ror.org/01qjrx392","country_code":"LI","type":"education","lineage":["https://openalex.org/I184656255"]}],"countries":["LI"],"is_corresponding":false,"raw_author_name":"Stefan Wilhelm","raw_affiliation_strings":["Chair in International Management, Institute for Entrepreneurship, University of Liechtenstein, Fuerst-Franz-Josef-Strasse, 9490 Vaduz, Liechtenstein"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Chair in International Management, Institute for Entrepreneurship, University of Liechtenstein, Fuerst-Franz-Josef-Strasse, 9490 Vaduz, Liechtenstein","institution_ids":["https://openalex.org/I184656255"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5082975295","display_name":"Stefan Gueldenberg","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I184656255","display_name":"University of Liechtenstein","ror":"https://ror.org/01qjrx392","country_code":"LI","type":"education","lineage":["https://openalex.org/I184656255"]}],"countries":["LI"],"is_corresponding":false,"raw_author_name":"Stefan Gueldenberg","raw_affiliation_strings":["Chair in International Management, Institute for Entrepreneurship, University of Liechtenstein, Fuerst-Franz-Josef-Strasse, 9490 Vaduz, Liechtenstein"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Chair in International Management, Institute for Entrepreneurship, University of Liechtenstein, Fuerst-Franz-Josef-Strasse, 9490 Vaduz, Liechtenstein","institution_ids":["https://openalex.org/I184656255"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I184656255"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":{"value":0.29742949,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":96},"biblio":{"volume":"5","issue":"3/4","first_page":"265","last_page":"265"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10003","display_name":"Innovation and Knowledge Management","score":0.5913000106811523,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10003","display_name":"Innovation and Knowledge Management","score":0.5913000106811523,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10910","display_name":"Corporate Governance and Management","score":0.20149999856948853,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.03519999980926514,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-knowledge-management","display_name":"customer knowledge management","score":0.9919999837875366},{"id":"https://openalex.org/keywords/customer-knowledge","display_name":"customer knowledge","score":0.9950000047683716},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"knowledge management","score":0.9879999756813049},{"id":"https://openalex.org/keywords/knowledge-society","display_name":"knowledge society","score":0.503000020980835},{"id":"https://openalex.org/keywords/business-strategy","display_name":"business strategy","score":0.6949999928474426},{"id":"https://openalex.org/keywords/research-directions","display_name":"research directions","score":0.453000009059906}],"concepts":[{"id":"https://openalex.org/C2780343955","wikidata":"https://www.wikidata.org/wiki/Q333173","display_name":"Surprise","level":2,"score":0.8149901628494263},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.6417149305343628},{"id":"https://openalex.org/C2119116","wikidata":"https://www.wikidata.org/wiki/Q7181","display_name":"Globalization","level":2,"score":0.5437617301940918},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.47347748279571533},{"id":"https://openalex.org/C86275758","wikidata":"https://www.wikidata.org/wiki/Q376657","display_name":"Strategic management","level":2,"score":0.44551774859428406},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.42932960391044617},{"id":"https://openalex.org/C2777802574","wikidata":"https://www.wikidata.org/wiki/Q18922868","display_name":"Customer knowledge","level":5,"score":0.4152897000312805},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.357564240694046},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.23789548873901367},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.2029637098312378},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.17289438843727112},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.10208830237388611},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.0},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C46312422","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1504/ijkms.2014.067220","doi":"https://doi.org/10.1504/ijkms.2014.067220","is_oa":false,"landing_page_url":"https://doi.org/10.1504/ijkms.2014.067220","pdf_url":null,"source":{"id":"https://openalex.org/S137166528","display_name":"International Journal of Knowledge Management Studies","issn_l":"1743-8268","issn":["1743-8268","1743-8276"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-20","russia-white-list-3"],"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Knowledge Management Studies","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/systematic-review","display_name":"Systematic Review"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":32,"referenced_works":["https://openalex.org/W83555287","https://openalex.org/W565455913","https://openalex.org/W596856622","https://openalex.org/W1561807978","https://openalex.org/W1585635815","https://openalex.org/W1591184509","https://openalex.org/W1598787457","https://openalex.org/W1973142878","https://openalex.org/W1984607918","https://openalex.org/W1990513740","https://openalex.org/W1992324015","https://openalex.org/W1993568353","https://openalex.org/W2018521444","https://openalex.org/W2033826632","https://openalex.org/W2051996446","https://openalex.org/W2052505988","https://openalex.org/W2054160229","https://openalex.org/W2056118697","https://openalex.org/W2060314889","https://openalex.org/W2082517961","https://openalex.org/W2087712586","https://openalex.org/W2098118776","https://openalex.org/W2102150387","https://openalex.org/W2103119108","https://openalex.org/W2111812658","https://openalex.org/W2113013774","https://openalex.org/W2129604246","https://openalex.org/W2129830692","https://openalex.org/W2137989220","https://openalex.org/W2159416103","https://openalex.org/W2160393657","https://openalex.org/W3124293074"],"related_works":["https://openalex.org/W7150892690","https://openalex.org/W4293242429","https://openalex.org/W2159416103","https://openalex.org/W7096086351","https://openalex.org/W2129830692","https://openalex.org/W7128727163","https://openalex.org/W2494723651","https://openalex.org/W3169921679","https://openalex.org/W202076010","https://openalex.org/W2932891949"],"abstract_inverted_index":{"Globalisation":[0],"and":[1,8,28,55,115,141],"the":[2,21,36,40,50,56,60,78,107,110,132],"structural":[3],"shift":[4],"towards":[5],"an":[6],"information":[7],"knowledge":[9,53,68,88],"society":[10],"are":[11,32,62],"both":[12,49],"driving":[13],"forces":[14],"that":[15,86,131],"have":[16,151],"modified":[17],"business":[18],"structures":[19],"in":[20,35,77],"21st":[22],"century.":[23],"Knowledge":[24],"is":[25,70,82,104],"gaining":[26],"importance":[27],"traditional":[29],"production":[30],"factors":[31],"being":[33,139],"placed":[34],"background":[37],"due":[38],"to":[39,105,143],"new":[41,93],"environmental":[42],"conditions":[43],"affecting":[44],"companies.":[45],"As":[46],"a":[47,72,92,127,155],"result,":[48],"concept":[51],"of":[52,59,101,109,112,157],"management":[54,89,120,145],"strategic":[57,75],"direction":[58],"company":[61],"receiving":[63],"increasing":[64],"attention.":[65],"Especially":[66],"customer":[67,87],"(CK)":[69],"becoming":[71],"steadily":[73],"growing":[74],"component":[76],"corporate":[79],"environment.":[80],"It":[81,122],"therefore":[83],"no":[84],"surprise":[85],"(CKM)":[90],"as":[91,138,154],"theoretical":[94],"approach":[95,134],"was":[96,123],"introduced":[97],"lately.":[98],"The":[99],"objective":[100],"this":[102],"paper":[103],"discuss":[106],"state":[108],"art":[111],"CKM":[113,133],"literature":[114,129,159],"distinguish":[116],"it":[117],"from":[118],"existing":[119],"approaches.":[121,146],"consequently":[124],"confirmed":[125],"through":[126],"systematic":[128],"review":[130],"can":[135],"be":[136],"labelled":[137],"independent":[140],"dissimilar":[142],"other":[144],"Finally,":[147],"further":[148],"research":[149],"directions":[150],"been":[152],"derived":[153],"result":[156],"our":[158],"analysis.":[160]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2021,"cited_by_count":3},{"year":2018,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2016-06-24T00:00:00"}