Abstract

The aim of this article is to contribute to the literature by identifying and analyzing possible combinations between critical knowledge management processes (absorptive capacity, knowledge transfer and knowledge application), which will result in the creation of superior customer value. The main research question this work addresses is: given that customers are demanding each day a greater value, how can organizations create more value to customers from their knowledge management processes and the combination of them? We propose that the combination of the three knowledge management processes builds a dynamic or higher-order capability that results in the creation of superior value for customers.

Abstract

The importance of knowledge as a sustainable competitive advantage and the increasing development of information technology (IT) have led to knowledge management systems (KMS), facilitating and encouraging the processes of generation, codification and transfer of knowledge in organizations. The interest of professionals, academics and researchers has been growing for several years, to the point that it can be stated that knowledge management is a topic on the rise. Nonetheless, if we review their status in organizations, there are great difficulties in their implementation, difficulties that cover various aspects. Through a review of the literature, this paper explores the present gaps in the implementation of KMS. The results reflect the dominance of a reductionist approach in this area, with a focus on IT, revealing the need for a holistic approach, guided by what makes sense in the organization.