{"id":"https://openalex.org/W1514159184","doi":"https://doi.org/10.1108/jkm-02-2015-0046","title":"Customer-centered knowledge management: challenges and implications for knowledge-based innovation in the public transport sector","display_name":"Customer-centered knowledge management: challenges and implications for knowledge-based innovation in the public transport sector","publication_year":2015,"publication_date":"2015-05-11","ids":{"openalex":"https://openalex.org/W1514159184","doi":"https://doi.org/10.1108/jkm-02-2015-0046","mag":"1514159184"},"language":"en","primary_location":{"id":"doi:10.1108/jkm-02-2015-0046","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jkm-02-2015-0046","pdf_url":null,"source":{"id":"https://openalex.org/S50631486","display_name":"Journal of Knowledge Management","issn_l":"1367-3270","issn":["1367-3270","1758-7484"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Knowledge Management","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://pureportal.coventry.ac.uk/en/publications/ef3ca151-28f8-4ef8-89a5-2cbc42c6e34c","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5091162007","display_name":"Stavros Sindakis","orcid":"https://orcid.org/0000-0002-3542-364X"},"institutions":[{"id":"https://openalex.org/I55913730","display_name":"Bangkok University","ror":"https://ror.org/002qeva03","country_code":"TH","type":"education","lineage":["https://openalex.org/I55913730"]}],"countries":["TH"],"is_corresponding":false,"raw_author_name":"Stavros Sindakis","raw_affiliation_strings":["Institute for Knowledge & Innovation, Bangkok University, Bangkok, Thailand","(Institute for Knowledge & Innovation, Bangkok University, Bangkok, Thailand)"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institute for Knowledge & Innovation, Bangkok University, Bangkok, Thailand","institution_ids":["https://openalex.org/I55913730"]},{"raw_affiliation_string":"(Institute for Knowledge & Innovation, Bangkok University, Bangkok, Thailand)","institution_ids":["https://openalex.org/I55913730"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5072496055","display_name":"Audrey Depeige","orcid":"https://orcid.org/0000-0002-7469-2551"},"institutions":[{"id":"https://openalex.org/I55913730","display_name":"Bangkok University","ror":"https://ror.org/002qeva03","country_code":"TH","type":"education","lineage":["https://openalex.org/I55913730"]}],"countries":["TH"],"is_corresponding":false,"raw_author_name":"Audrey Depeige","raw_affiliation_strings":["Institute for Knowledge & Innovation South-East Asia, Bangkok University, Bangkok, Thailand","(Institute for Knowledge & Innovation South-East Asia, Bangkok University, Bangkok, Thailand)"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institute for Knowledge & Innovation South-East Asia, Bangkok University, Bangkok, Thailand","institution_ids":["https://openalex.org/I55913730"]},{"raw_affiliation_string":"(Institute for Knowledge & Innovation South-East Asia, Bangkok University, Bangkok, Thailand)","institution_ids":["https://openalex.org/I55913730"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5061367059","display_name":"Eleni Anoyrkati","orcid":"https://orcid.org/0000-0003-4056-7944"},"institutions":[{"id":"https://openalex.org/I73417466","display_name":"Coventry University","ror":"https://ror.org/01tgmhj36","country_code":"GB","type":"education","lineage":["https://openalex.org/I73417466"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Eleni Anoyrkati","raw_affiliation_strings":["Coventry University Enterprises, Coventry University, Coventry, UK","(Coventry University Enterprises, Coventry University, Coventry, UK)"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Coventry University Enterprises, Coventry University, Coventry, UK","institution_ids":["https://openalex.org/I73417466"]},{"raw_affiliation_string":"(Coventry University Enterprises, Coventry University, Coventry, UK)","institution_ids":["https://openalex.org/I73417466"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":10.133,"has_fulltext":false,"cited_by_count":52,"citation_normalized_percentile":{"value":0.97430221,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":96,"max":99},"biblio":{"volume":"19","issue":"3","first_page":"559","last_page":"578"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10003","display_name":"Innovation and Knowledge Management","score":0.9975000023841858,"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":0.9975000023841858,"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/T10880","display_name":"Environmental Sustainability in Business","score":0.9936000108718872,"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"}},{"id":"https://openalex.org/T12028","display_name":"Knowledge Management and Sharing","score":0.9832000136375427,"subfield":{"id":"https://openalex.org/subfields/3315","display_name":"Communication"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.736434817314148},{"id":"https://openalex.org/keywords/originality","display_name":"Originality","score":0.6459683179855347},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.6200883984565735},{"id":"https://openalex.org/keywords/intellectual-capital","display_name":"Intellectual capital","score":0.5091344714164734},{"id":"https://openalex.org/keywords/knowledge-value-chain","display_name":"Knowledge value chain","score":0.5042680501937866},{"id":"https://openalex.org/keywords/public-sector","display_name":"Public sector","score":0.48483335971832275},{"id":"https://openalex.org/keywords/knowledge-sharing","display_name":"Knowledge sharing","score":0.4767495095729828},{"id":"https://openalex.org/keywords/promotion","display_name":"Promotion (chess)","score":0.4286411702632904},{"id":"https://openalex.org/keywords/organizational-learning","display_name":"Organizational learning","score":0.305674284696579},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.1688084900379181},{"id":"https://openalex.org/keywords/qualitative-research","display_name":"Qualitative research","score":0.09066838026046753},{"id":"https://openalex.org/keywords/economics","display_name":"Economics","score":0.0878867506980896}],"concepts":[{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.736434817314148},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.6459683179855347},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6200883984565735},{"id":"https://openalex.org/C2780838347","wikidata":"https://www.wikidata.org/wiki/Q1329252","display_name":"Intellectual capital","level":2,"score":0.5091344714164734},{"id":"https://openalex.org/C191628500","wikidata":"https://www.wikidata.org/wiki/Q6423404","display_name":"Knowledge value chain","level":3,"score":0.5042680501937866},{"id":"https://openalex.org/C147859227","wikidata":"https://www.wikidata.org/wiki/Q294217","display_name":"Public sector","level":2,"score":0.48483335971832275},{"id":"https://openalex.org/C2776604539","wikidata":"https://www.wikidata.org/wiki/Q6423395","display_name":"Knowledge sharing","level":2,"score":0.4767495095729828},{"id":"https://openalex.org/C98147612","wikidata":"https://www.wikidata.org/wiki/Q215599","display_name":"Promotion (chess)","level":3,"score":0.4286411702632904},{"id":"https://openalex.org/C169735623","wikidata":"https://www.wikidata.org/wiki/Q1430172","display_name":"Organizational learning","level":2,"score":0.305674284696579},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.1688084900379181},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.09066838026046753},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0878867506980896},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C94625758","wikidata":"https://www.wikidata.org/wiki/Q7163","display_name":"Politics","level":2,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"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/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1108/jkm-02-2015-0046","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jkm-02-2015-0046","pdf_url":null,"source":{"id":"https://openalex.org/S50631486","display_name":"Journal of Knowledge Management","issn_l":"1367-3270","issn":["1367-3270","1758-7484"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Knowledge Management","raw_type":"journal-article"},{"id":"pmh:oai:http://curve.coventry.ac.uk/open/p/oai:508c008d-159f-46b5-81db-1fdedf8c694d/1","is_oa":false,"landing_page_url":"http://curve.coventry.ac.uk/open/items/508c008d-159f-46b5-81db-1fdedf8c694d/1","pdf_url":null,"source":{"id":"https://openalex.org/S4306401989","display_name":"Coventry University Open Collections (Coventry university)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I73417466","host_organization_name":"Coventry University","host_organization_lineage":["https://openalex.org/I73417466"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Article"},{"id":"pmh:oai:pure.atira.dk:openaire/ef3ca151-28f8-4ef8-89a5-2cbc42c6e34c","is_oa":true,"landing_page_url":"https://pureportal.coventry.ac.uk/en/publications/ef3ca151-28f8-4ef8-89a5-2cbc42c6e34c","pdf_url":null,"source":{"id":"https://openalex.org/S4306402411","display_name":"Pure (Coventry University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I73417466","host_organization_name":"Coventry University","host_organization_lineage":["https://openalex.org/I73417466"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Sindakis, S, Depeige, A & Anoyrkati, E 2015, 'Customer-centered knowledge management: challenges and implications for knowledge-based innovation in the public transport sector', Journal of Knowledge Management, vol. 19, no. 3, pp. 559-578. https://doi.org/10.1108/JKM-02-2015-0046","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":{"id":"pmh:oai:pure.atira.dk:openaire/ef3ca151-28f8-4ef8-89a5-2cbc42c6e34c","is_oa":true,"landing_page_url":"https://pureportal.coventry.ac.uk/en/publications/ef3ca151-28f8-4ef8-89a5-2cbc42c6e34c","pdf_url":null,"source":{"id":"https://openalex.org/S4306402411","display_name":"Pure (Coventry University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I73417466","host_organization_name":"Coventry University","host_organization_lineage":["https://openalex.org/I73417466"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Sindakis, S, Depeige, A & Anoyrkati, E 2015, 'Customer-centered knowledge management: challenges and implications for knowledge-based innovation in the public transport sector', Journal of Knowledge Management, vol. 19, no. 3, pp. 559-578. https://doi.org/10.1108/JKM-02-2015-0046","raw_type":"info:eu-repo/semantics/article"},"sustainable_development_goals":[{"score":0.6600000262260437,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":57,"referenced_works":["https://openalex.org/W350572168","https://openalex.org/W1216436478","https://openalex.org/W1498201492","https://openalex.org/W1508171567","https://openalex.org/W1530907633","https://openalex.org/W1629621965","https://openalex.org/W1965975586","https://openalex.org/W1969535236","https://openalex.org/W1969904564","https://openalex.org/W1975346264","https://openalex.org/W1977708733","https://openalex.org/W1983691303","https://openalex.org/W1988437320","https://openalex.org/W1991850290","https://openalex.org/W1992641128","https://openalex.org/W1995236129","https://openalex.org/W1995768307","https://openalex.org/W2013386523","https://openalex.org/W2016502929","https://openalex.org/W2023554626","https://openalex.org/W2033261066","https://openalex.org/W2053023723","https://openalex.org/W2053467305","https://openalex.org/W2061568506","https://openalex.org/W2064322127","https://openalex.org/W2070060679","https://openalex.org/W2074553450","https://openalex.org/W2083496701","https://openalex.org/W2101099210","https://openalex.org/W2105964700","https://openalex.org/W2125605540","https://openalex.org/W2126759309","https://openalex.org/W2127159649","https://openalex.org/W2127478070","https://openalex.org/W2135862101","https://openalex.org/W2144806906","https://openalex.org/W2149732198","https://openalex.org/W2154675554","https://openalex.org/W2156665851","https://openalex.org/W2159063102","https://openalex.org/W2159063342","https://openalex.org/W2161312440","https://openalex.org/W2167211833","https://openalex.org/W2184780843","https://openalex.org/W2203582456","https://openalex.org/W2462755235","https://openalex.org/W2488739678","https://openalex.org/W2760346529","https://openalex.org/W3121329722","https://openalex.org/W3122097470","https://openalex.org/W3215386941","https://openalex.org/W4238901042","https://openalex.org/W4246251034","https://openalex.org/W4299953765","https://openalex.org/W6611921342","https://openalex.org/W6627964551","https://openalex.org/W6638456611"],"related_works":["https://openalex.org/W561926602","https://openalex.org/W2357496204","https://openalex.org/W2497585214","https://openalex.org/W1485220459","https://openalex.org/W2626284510","https://openalex.org/W2302527835","https://openalex.org/W3122528474","https://openalex.org/W2053888634","https://openalex.org/W1608482519","https://openalex.org/W2081607333"],"abstract_inverted_index":{"Purpose":[0],"\u2013":[1,60,89,144,182,247],"This":[2],"study":[3,252],"aims":[4],"to":[5,23,112,154,166,193,208,210,231,274],"explore":[6],"the":[7,27,30,37,45,50,69,93,101,110,117,124,135,150,167,177,216,224,239,255,280,284],"role":[8,51],"of":[9,32,39,52,95,121,126,139,174,226,241,250,257,268,288],"knowledge":[10,34,74,105,113,163,203,227,260],"management":[11,35,75,106,228,261],"practices":[12,43,214],"in":[13,36,44,100,149,176,215,234,243,254,271,283],"supporting":[14],"current":[15],"and":[16,19,42,57,66,85,98,119,137,170,187,213,237,277,286],"emerging":[17],"passengers\u2019":[18],"customer":[20],"needs,":[21,116],"aiming":[22],"create":[24],"value.":[25],"Specifically,":[26],"research":[28,159],"examines":[29],"importance":[31],"customer-centred":[33,202],"delivery":[38],"innovative":[40,122,211,289],"services":[41,212],"public":[46,184,188,217,235],"transport":[47,102,178,185,189,218,244,281],"sector,":[48],"promoting":[49],"interactions":[53],"between":[54],"mobility":[55],"stakeholders":[56],"travellers.":[58],"Design/methodology/approach":[59],"A":[61],"theoretical":[62,156],"framework":[63,147],"is":[64,206],"developed":[65,148],"supported":[67],"by":[68,198],"background":[70],"literature":[71],"on":[72,83],"customer-centric":[73],"approaches,":[76,131],"business":[77],"model":[78],"innovation,":[79],"as":[80,82,132,134],"well":[81,133],"inter-organisational":[84],"network":[86],"co-operations.":[87],"Findings":[88],"Results":[90],"show":[91],"that":[92],"development":[94,256,287],"sustainable":[96],"innovation":[97,128,175],"technologies":[99],"sector":[103],"requires":[104],"practices,":[107,229],"which":[108,205,263],"enable":[109],"access":[111],"about":[114],"users\u2019":[115],"mapping":[118],"evaluation":[120],"knowledge,":[123],"promotion":[125],"knowledge-based":[127],"through":[129],"collective":[130],"acquisition":[136],"integration":[138],"new":[140],"knowledge.":[141],"Research":[142],"limitations/implications":[143],"The":[145,248],"conceptual":[146],"paper":[151],"remains":[152],"limited":[153],"a":[155,258,265],"understanding.":[157],"Further":[158],"should":[160],"empirically":[161],"examine":[162],"issues":[164],"related":[165],"intangible":[168],"character":[169],"intellectual":[171],"capital":[172],"intensiveness":[173],"sector.":[179,219],"Practical":[180],"implications":[181],"Researchers,":[183],"companies":[186],"authorities":[190],"are":[191],"expected":[192],"benefit":[194],"from":[195,279],"this":[196,251],"research,":[197],"developing":[199],"mechanisms":[200],"for":[201],"management,":[204],"found":[207],"lead":[209],"Another":[220],"practical":[221],"implication":[222],"regards":[223],"adoption":[225],"leading":[230],"technological":[232],"innovations":[233],"transport,":[236],"advancing":[238],"level":[240],"sustainability":[242],"systems.":[245],"Originality/value":[246],"originality":[249],"lies":[253],"customer-focussed":[259],"framework,":[262],"provides":[264],"novel":[266],"perspective":[267],"value":[269],"creation":[270],"an":[272],"attempt":[273],"engage":[275],"researchers":[276],"practitioners":[278],"industry":[282],"conceptualisation":[285],"solutions.":[290]},"counts_by_year":[{"year":2025,"cited_by_count":4},{"year":2024,"cited_by_count":5},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":9},{"year":2020,"cited_by_count":8},{"year":2019,"cited_by_count":5},{"year":2018,"cited_by_count":3},{"year":2017,"cited_by_count":6},{"year":2016,"cited_by_count":5}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}