CUSTOMER KNOWLEDGE MANAGEMENT: FACILITATORS AND BARRIERS TO IMPLEMENTATION IN SERVICE ORGANIZATIONS
DOI:
https://doi.org/10.48090/ciki.v%25vi%25i.1566Keywords:
customer knowledge management, CKM , narrative review, serviceAbstract
The challenges affecting the effective adoption of Customer Knowledge Management (CKM) in services prompt the continuation and deepening of investigations into its application. Thus, aiming to contribute to this scenario, this study investigated the facilitators and barriers to CKM implementation using a narrative literature review with a systematic search in the Web of Science and Scopus databases. A total of 29 studies were selected and analyzed using an inductive approach, resulting in the identification of patterns classified into six categories. The results highlighted that effective CKM implementation requires a holistic and contextual approach that encompasses and integrates the facilitating elements while seeking to mitigate the barriers identified in the categories.
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