Cited by 1Innovation and Knowledge ManagementCorporate Governance and ManagementKnowledge Management and Sharing

The Past, Present, and Future of Customer Knowledge Management: A Review and Research Agenda

Open access
Ourzik, Victoria Y.·2026·Knowledge and Process Management

Abstract

We develop and present a framework for research in customer knowledge management (CKM) that synthesizes insights from a comprehensive literature review spanning 2000 to 2024. This framework highlights the determinants, impacts, and moderators shaping CKM and its role in contemporary organizations. Using this approach, we organize and categorize existing research across various disciplines, identifying multiple definitions of customer knowledge based on their theoretical underpinnings and research fields. Building on this synthesis, we propose an interdisciplinary definition of the CKM construct that integrates diverse perspectives. Finally, we outline evolving issues within CKM, highlight key research gaps, and set a forward‐looking agenda to guide future studies. By examining CKM through this lens, we provide actionable insights and a structured foundation for advancing scholarship and practice in the field.

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Crossref · 10.1002/kpm.70076

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114 of 114 references verified0 citation errors · 0 not checkable

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Authors
Ourzik, V. Y.
Affiliations
Technological University Dublin (IE)
Corresponding author
Ourzik, Victoria Y.
Venue
Knowledge and Process Management
Publisher
Wiley
Published
2026-04-05
Volume
33
Issue
3
Pages
1132-1152
ISSN
  • 1092-4604 (ISSN-L)
  • 1099-1441
OpenAlex
W7150892690
Cited by
1
References
114
Citations by year
2026: 1
FWCI
5.95
Type
journal article
Language
en
Open access
Locations
  • Knowledge and Process Management (publishedVersion, cc-by-nc-nd)
  • Arrow - TU Dublin (Technological University Dublin) (submittedVersion, cc-by-nc-nd)
Topics
  • Social Sciences › Business, Management and Accounting › Strategy and Management › Innovation and Knowledge Management
  • Social Sciences › Business, Management and Accounting › Strategy and Management › Corporate Governance and Management
  • Social Sciences › Communication › Knowledge Management and Sharing
Keywords
customer knowledge management, customer knowledge, knowledge management, research gaps, research agenda

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