The Customer Knowledge Management and Innovation. An Empirical Study Using Structural Equations Model.

25 Pages Posted: 25 Aug 2016

See all articles by Juan Mejía-Trejo

Juan Mejía-Trejo

Universidad de Guadalajara - Centro Universitario de Ciencias Económico Administrativas (CUCEA)

Jose Sanchez-Gutierrez

Universidad de Guadalajara - Centro Universitario de Ciencias Económico Administrativas (CUCEA)

Gonzalo Maldonado-Guzman

Universidad Autónoma de Aguascalientes

Date Written: August 22, 2016

Abstract

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

JEL Classification: M10, O30

Suggested Citation

Mejía-Trejo, Juan and Sanchez-Gutierrez, Jose and Maldonado-Guzman, Gonzalo, The Customer Knowledge Management and Innovation. An Empirical Study Using Structural Equations Model. (August 22, 2016). Available at SSRN: https://ssrn.com/abstract=2827911 or http://dx.doi.org/10.2139/ssrn.2827911

Juan Mejía-Trejo (Contact Author)

Universidad de Guadalajara - Centro Universitario de Ciencias Económico Administrativas (CUCEA) ( email )

Periférico Norte N° 799
Zapopan, 45100
Mexico

Jose Sanchez-Gutierrez

Universidad de Guadalajara - Centro Universitario de Ciencias Económico Administrativas (CUCEA) ( email )

Periférico Norte N° 799
Zapopan, 45100
Mexico

Gonzalo Maldonado-Guzman

Universidad Autónoma de Aguascalientes ( email )

Aguascalientes, Ags.
Mexico

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