The Past, Present, and Future of Customer Knowledge Management: A Review and Research Agenda
Open accessAbstract
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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Knowledge management and business model innovation: a systematic review
Liu, G., Zhuang, Z., Sumbal, M. S., & Liu, H. (2026) · Management & Marketing · doi:10.1007/s44491-026-00017-6
- Authors
- Ourzik, V. Y.
- Affiliations
- Technological University Dublin (IE)
- Corresponding author
- Ourzik, Victoria Y.
- ORCID
- 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
- hybrid
- doi.org
- Licence
- 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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