Using knowledge from customers to product innovation and
reverse flows decrease: a conceptual model

D 2018

Using knowledge from customers to product innovation and reverse flows decrease: a conceptual model

KRČÁL, Michal

Basic information

Original name

Using knowledge from customers to product innovation and reverse flows decrease: a conceptual model

Authors

KRČÁL, Michal

Edition

Delft, Societal Impact of Knowledge and Design, p. 873-880, 8 pp. 2018

Publisher

IFKAD

Other information

Language

English

Type of outcome

Proceedings paper

Field of Study

50204 Business and management

Country of publisher

Netherlands

Confidentiality degree

is not subject to a state or trade secret

Publication form

electronic version available online

Marked to be transferred to RIV

Yes

RIV identification code

RIV/00216224:14560/18:00101263

Organization unit

Faculty of Economics and Administration

ISBN

978-88-96687-11-6

Keywords in English

customer knowledge management;knowledge from customers;feedback;innovation;reverse flow

Abstract

In the original language

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.

Links

GA16-16260S, research and development project

Name: Přístup managementu k redukci zpětných toků ve vazbě na spokojenost zákazníků a neustálé zlepšování

Investor: Czech Science Foundation

Cite

KRČÁL, Michal. Using knowledge from customers to product innovation and reverse flows decrease: a conceptual model. Online. In Han van der Meer, Guido Enthoven, Giovanni Schiuma. Societal Impact of Knowledge and Design. Delft: IFKAD, 2018, p. 873-880. ISBN 978-88-96687-11-6.

@inproceedings{1450159,
   author = {Krčál, Michal},
   address = {Delft},
   booktitle = {Societal Impact of Knowledge and Design},
   editor = {Han van der Meer, Guido Enthoven, Giovanni Schiuma},
   keywords = {customer knowledge management;knowledge from customers;feedback;innovation;reverse flow},
   howpublished = {elektronická verze "online"},
   language = {eng},
   location = {Delft},
   isbn = {978-88-96687-11-6},
   pages = {873-880},
   publisher = {IFKAD},
   title = {Using knowledge from customers to product innovation and reverse flows decrease: a conceptual model},
   year = {2018}
}

TY  - CONF
ID  - 1450159
AU  - Krčál, Michal
PY  - 2018
TI  - Using knowledge from customers to product innovation and reverse flows decrease: a conceptual model
PB  - IFKAD
CY  - Delft
SN  - 9788896687116
KW  - customer knowledge management;knowledge from customers;feedback;innovation;reverse flow
N2  - 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.
ER  -

KRČÁL, Michal. Using knowledge from customers to product innovation and reverse flows decrease: a conceptual model. Online. In Han van der Meer, Guido Enthoven, Giovanni Schiuma. \textit{Societal Impact of Knowledge and Design}. Delft: IFKAD, 2018, p.~873-880. ISBN~978-88-96687-11-6.

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