Customer knowledge management

M. García-Murillo, H. Annabi

Research output: Contribution to journalArticlepeer-review

248 Scopus citations


Customer knowledge has received little attention in the knowledge management literature. The authors of this exploratory study argue that practices in marketing and customer relationship management have not been able to capture knowledge from customers that comes from social interactions with firm employees. The authors propose a three-step model by which companies can obtain this knowledge. The model's theoretical base comes from the information retrieval and socialization concepts of the knowledge management literature. The paper identifies cultural changes required to make this process successful. Journal of the Operational Research Society.

Original languageEnglish (US)
Pages (from-to)875-884
Number of pages10
JournalJournal of the Operational Research Society
Issue number8
StatePublished - Aug 2002


  • Customer knowledge
  • Customer knowledge management
  • Customer relationship management
  • Knowledge management
  • Management learning
  • Retail

ASJC Scopus subject areas

  • Management Information Systems
  • Strategy and Management
  • Management Science and Operations Research
  • Marketing


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