Abstract

MEJIA TREJO, Juan; SANCHEZ GUTIERREZ, José  and  MALDONADO GUZMAN, Gonzalo. The customer knowledge management and innovation. Contad. Adm [online]. 2016, vol.61, n.3, pp.456-477. ISSN 0186-1042.  https://doi.org/10.1016/j.cya.2015.11.011.

Innovation is a key factor to increase the competitive advantage for business. When the Innovation is improved by the Knowledge Management, it does in the firms based on the sense of information: for, from and about the customers and is called: Customer Knowledge Management. So, the aim of this study is to solve: which are the latent factors between Innovation and Customer Knowledge Management relationship? To achieve it, a questionnaire was designed and applied to the 500 Chief Executive Officers from the small & media enterprises software sector in Guadalajara, Mexico, that are part of the value chain, involving: designers, manufacturers and suppliers. The study applied the Structural Equations Model as a quantitative method to discover the underlying relationships amongst the most relevant variables between Innovation on Customer Knowledge Management, as: Driver of Innovation, Support, other Sources of Knowledge, Satisfaction, Experience and Performance with a total of 15 indicators.

Keywords : Innovation stages; Customer Knowledge Management; Business.

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