{"id":"https://openalex.org/W2109618431","doi":"https://doi.org/10.1108/jkm-12-2012-0385","title":"Do you know your valuable customers?","display_name":"Do you know your valuable customers?","publication_year":2013,"publication_date":"2013-09-09","ids":{"openalex":"https://openalex.org/W2109618431","doi":"https://doi.org/10.1108/jkm-12-2012-0385","mag":"2109618431"},"language":"en","primary_location":{"id":"doi:10.1108/jkm-12-2012-0385","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jkm-12-2012-0385","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":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"},"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":true,"raw_author_name":"Stefan Wilhelm","raw_affiliation_strings":["Institute of Entrepreneurship, University of Liechtenstein, Vaduz, Liechtenstein","(Institute of Entrepreneurship, University of Liechtenstein, Vaduz, Liechtenstein)"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institute of Entrepreneurship, University of Liechtenstein, Vaduz, Liechtenstein","institution_ids":["https://openalex.org/I184656255"]},{"raw_affiliation_string":"(Institute of Entrepreneurship, University of Liechtenstein, Vaduz, Liechtenstein)","institution_ids":["https://openalex.org/I184656255"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5082975295","display_name":"Stefan Gueldenberg","orcid":null},"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":["Institute of Entrepreneurship, University of Liechtenstein, Vaduz, Liechtenstein"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institute of Entrepreneurship, University of Liechtenstein, Vaduz, Liechtenstein","institution_ids":["https://openalex.org/I184656255"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5027944225","display_name":"Wolfgang H. G\u00fcttel","orcid":null},"institutions":[{"id":"https://openalex.org/I121883995","display_name":"Johannes Kepler University of Linz","ror":"https://ror.org/052r2xn60","country_code":"AT","type":"education","lineage":["https://openalex.org/I121883995"]}],"countries":["AT"],"is_corresponding":false,"raw_author_name":"Wolfgang G\u00fcttel","raw_affiliation_strings":["Institute of Human Resource and Change Management, Johannes Kepler University Linz, Linz, Austria"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institute of Human Resource and Change Management, Johannes Kepler University Linz, Linz, Austria","institution_ids":["https://openalex.org/I121883995"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5039532913"],"corresponding_institution_ids":["https://openalex.org/I184656255"],"apc_list":null,"apc_paid":null,"fwci":5.5434,"has_fulltext":false,"cited_by_count":25,"citation_normalized_percentile":{"value":0.95584255,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":99},"biblio":{"volume":"17","issue":"5","first_page":"661","last_page":"676"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10003","display_name":"Innovation and Knowledge Management","score":0.9980999827384949,"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":0.9980999827384949,"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9919000267982483,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource 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/T14356","display_name":"Organizational Leadership and Management Strategies","score":0.9840999841690063,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.6305662989616394},{"id":"https://openalex.org/keywords/competitive-advantage","display_name":"Competitive advantage","score":0.5826920866966248},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5563797950744629},{"id":"https://openalex.org/keywords/identification","display_name":"Identification (biology)","score":0.5271106362342834},{"id":"https://openalex.org/keywords/originality","display_name":"Originality","score":0.4884306490421295},{"id":"https://openalex.org/keywords/empirical-research","display_name":"Empirical research","score":0.4811740815639496},{"id":"https://openalex.org/keywords/strategic-management","display_name":"Strategic management","score":0.4617590606212616},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.3588918149471283},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.3352288603782654},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.3207928538322449},{"id":"https://openalex.org/keywords/qualitative-research","display_name":"Qualitative research","score":0.08962559700012207}],"concepts":[{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.6305662989616394},{"id":"https://openalex.org/C58546491","wikidata":"https://www.wikidata.org/wiki/Q1150207","display_name":"Competitive advantage","level":2,"score":0.5826920866966248},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5563797950744629},{"id":"https://openalex.org/C116834253","wikidata":"https://www.wikidata.org/wiki/Q2039217","display_name":"Identification (biology)","level":2,"score":0.5271106362342834},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.4884306490421295},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.4811740815639496},{"id":"https://openalex.org/C86275758","wikidata":"https://www.wikidata.org/wiki/Q376657","display_name":"Strategic management","level":2,"score":0.4617590606212616},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3588918149471283},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3352288603782654},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3207928538322449},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.08962559700012207},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"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/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C59822182","wikidata":"https://www.wikidata.org/wiki/Q441","display_name":"Botany","level":1,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/jkm-12-2012-0385","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jkm-12-2012-0385","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"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Decent work and economic growth","score":0.5099999904632568,"id":"https://metadata.un.org/sdg/8"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":71,"referenced_works":["https://openalex.org/W74135474","https://openalex.org/W148975250","https://openalex.org/W153765468","https://openalex.org/W560351392","https://openalex.org/W564724701","https://openalex.org/W584183343","https://openalex.org/W596856622","https://openalex.org/W615848736","https://openalex.org/W1506150625","https://openalex.org/W1517193773","https://openalex.org/W1527311855","https://openalex.org/W1530162484","https://openalex.org/W1553851185","https://openalex.org/W1556808170","https://openalex.org/W1561807978","https://openalex.org/W1568274144","https://openalex.org/W1573100823","https://openalex.org/W1591579618","https://openalex.org/W1598787457","https://openalex.org/W1652907258","https://openalex.org/W1874261687","https://openalex.org/W1965754101","https://openalex.org/W1972672370","https://openalex.org/W1982688909","https://openalex.org/W1993568353","https://openalex.org/W2018521444","https://openalex.org/W2020075691","https://openalex.org/W2022807203","https://openalex.org/W2025264192","https://openalex.org/W2033826632","https://openalex.org/W2052505988","https://openalex.org/W2059813301","https://openalex.org/W2063928064","https://openalex.org/W2065480672","https://openalex.org/W2079537649","https://openalex.org/W2087301081","https://openalex.org/W2092072517","https://openalex.org/W2095522794","https://openalex.org/W2095602822","https://openalex.org/W2098446799","https://openalex.org/W2108795964","https://openalex.org/W2109204622","https://openalex.org/W2129830692","https://openalex.org/W2132223925","https://openalex.org/W2137989220","https://openalex.org/W2141951329","https://openalex.org/W2142225512","https://openalex.org/W2160449301","https://openalex.org/W2162261369","https://openalex.org/W2314501994","https://openalex.org/W2315976467","https://openalex.org/W2340148554","https://openalex.org/W2487737743","https://openalex.org/W2499347201","https://openalex.org/W2505063666","https://openalex.org/W2901077477","https://openalex.org/W2902183860","https://openalex.org/W3124293074","https://openalex.org/W3124865326","https://openalex.org/W3125982102","https://openalex.org/W3157715596","https://openalex.org/W4211092876","https://openalex.org/W4236010426","https://openalex.org/W4243723631","https://openalex.org/W4243927447","https://openalex.org/W4244364399","https://openalex.org/W4254594311","https://openalex.org/W4388134939","https://openalex.org/W6606245944","https://openalex.org/W6633620261","https://openalex.org/W6679627714"],"related_works":["https://openalex.org/W2593155302","https://openalex.org/W2041415459","https://openalex.org/W2072812638","https://openalex.org/W3126095231","https://openalex.org/W2352855287","https://openalex.org/W2378906650","https://openalex.org/W2384288445","https://openalex.org/W2382526412","https://openalex.org/W4200071106","https://openalex.org/W2359298640"],"abstract_inverted_index":{"Purpose":[0],"\u2013":[1,65,99,158,230],"Customer":[2],"knowledge":[3,40,169,217,249],"has":[4],"not":[5],"yet":[6],"been":[7],"recognized":[8],"as":[9,82,84,256],"a":[10,60,85,108,142,193,220],"possible":[11,149],"source":[12],"of":[13,19,25,38,123,135,145,153,184,202,209,234,247],"strategic":[14,36,80,104,118,136,146,185,257],"competitive":[15],"advantage":[16],"in":[17,41,88,174,236],"expansion":[18],"the":[20,35,51,112,117,127,151,166,179,200,203,210,224,245,252],"knowledge-based":[21],"view.":[22,228],"The":[23,66,100,159,231],"purpose":[24],"this":[26,154],"paper":[27,160,253],"is,":[28],"therefore,":[29],"to":[30,43,46,165,255],"gain":[31],"initial":[32],"insights":[33],"into":[34,178],"dimension":[37],"customers":[39,53,81,105,137,147],"order":[42],"enable":[44],"companies":[45],"define,":[47],"identify":[48],"and":[49,54,79,132,141,172,182,196,226],"motivate":[50],"right":[52],"work":[55],"with":[56,76,95,150],"them":[57],"together":[58],"on":[59,73,107,192],"strategically":[61],"successful":[62],"level.":[63],"Design/methodology/approach":[64],"following":[67],"single":[68],"case":[69],"study":[70,195,212],"is":[71,120,148,161,189,219],"based":[72,191],"semi-structured":[74],"interviews":[75],"nine":[77],"employees":[78],"well":[83],"document":[86],"analysis":[87],"an":[89,162],"entrepreneurially":[90,237],"oriented":[91,216,238],"smaller":[92,239],"firm":[93],"equipped":[94],"limited":[96],"resources.":[97],"Findings":[98],"findings":[101],"demonstrate":[102],"that":[103,116,214],"take":[106],"valuable":[109],"position":[110],"within":[111],"company.":[113],"It":[114],"appears":[115],"customer":[119,168,215],"more":[121],"aware":[122],"his/her":[124],"value":[125],"than":[126],"company":[128],"itself.":[129],"A":[130,187],"definition":[131,188],"first":[133],"criteria":[134],"could":[138],"be":[139,242],"determined":[140],"systematic":[143],"identification":[144,181],"help":[152],"study.":[155],"Research":[156],"limitations/implications":[157],"empirical":[163,204,211],"contribution":[164],"existing":[167],"management":[170,218],"literature":[171,194],"aids":[173],"gaining":[175],"further":[176,198],"insight":[177],"definition,":[180],"motivation":[183],"customers.":[186,258],"derived":[190],"developed":[197],"through":[199,244],"results":[201],"analysis.":[205],"An":[206],"additional":[207],"result":[208],"showed":[213],"promising":[221],"bridge":[222],"between":[223],"knowledge-":[225],"market-based":[227],"Originality/value":[229],"apparent":[232],"lack":[233],"resources":[235],"firms":[240],"can":[241],"overcome":[243],"addition":[246],"external":[248],"resources,":[250],"which":[251],"refers":[254]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":3},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":2}],"updated_date":"2026-06-03T09:05:47.796612","created_date":"2025-10-10T00:00:00"}
