Dhouha Jaziri Bouagi

  • 职称:

    副教授

  • 学校/单位:

    University of Sousse, Tunisia

  • 学科领域:

    暂无信息

  • 简介:

    暂无信息

Speech Title: When Customer Experience meets the Knowledge Management - The Advent of Customer Experiential Knowledge Management Approach (CEKM) in Business Research Abstract: My keynote will advance the Customer Experiential Knowledge Management Approach as a breakthrough contribution in Business Research. The objective will be to highlight its theoretical and managerial contributions respectively, to researchers and practitioners. CEKM approach stresses the key role of going beyond the explicit knowledge to manage the tacit knowledge emanated from the customer experience. Both contexts are concerned, whatever, the offline or the online the online context. In this regard, the CEKM approach will outline the digital age as a key side to strengthen the competitive advantage of companies. On the one hand, the challenge is to explain to the audience how to connect the customer knowledge management to the customer lived service experience. It follows that, the CEKM conceptualization will present the customer experiential knowledge CEK (new concept introduced and defined for the first time by Jaziri, 2013, 2015). On the other hand, I will stress the key role of the CEKM approach in boosting innovation. Then, a strategic model of CEKM (Jaziri, 2019), integrating the customer experience processed through the knowledge management, is proposed. Finally, I will discuss main practical implications in terms of key organizational competencies to defend the CEKM as an organizational approach joining two main fields the –Consumption Experience- and –the customer knowledge Management.