Customer knowledge management: a systematic literature review and agenda for future research

Abstract

Purpose - Reviewing the literature from 2000 until 2020, this paper aims to analyse the nature of existing research on customer knowledge management (CKM) and outlines a future research agenda. Design/methodology/approach – Selected articles on CKM are examined using a structured literature review methodology. The paper analyses 75 articles published from 2000 to 2020 within journals specializing in the fields of management, information systems and marketing. Findings – CKM is a research area of growing importance especially in the marketing and IS domains. Findings show different definitions of the construct depending on the examined field. Additionally, qualitative research on customer knowledge management is scarce and there seems to be a lack of understanding concerning CK creation, collection, transfer, and dissemination within the firm. Originality/value – The paper integrates the literature on CKM within a framework that links the antecedents, consequences, and moderators. Finally, the review identifies 3 research streams to extend the literature and outline key practical implications: implementation, firm performance and, customer engagement. Paper type - Literature review Keywords - systematic literature review; customer knowledge management; antecedent; moderators; consequences; research agenda