2015 | 22 | 107-120
Article title

Customer knowledge in (co)creation of product. A case study of IKEA

Title variants
Languages of publication
Customers knowledge is an attractive and effective source of ideas for proposals innovative products (services) as well as changes in existing products (services). Contemporary firms recognize the need to co-create product (services) with the participation of customers. The aim of this article is to define customer knowledge, value co-creation and customer co-creation concepts. The activities of IKEA were used to illustrate the issues presented in the article.
Physical description
  • Bitner M.J., Faranda W.T., Hubbert A.R., Zeithaml V.A. (1997), Customer Contributions and Roles in Service Delivery, “International Journal of Service IndustryManagement”, Vol. 8, No. 3.
  • Bungard W., Fleischer J., Nohr H., Spath D., Zahn E. (2003), Customer Knowledge Management, Integration und Nutzung von Kundenwissen zur Steigerung derInnovationskraft, Fraunhofer IRB Verlag, Stuttgart.
  • Claycomb C., Dröge C., Germain R. (2005), Applied Customer Knowledge in a Manufacturing Environment: Flexibility for Industrial Firms, “Industrial Marketing Management”, Vol. 34 (July).
  • Comtesse X.L. (2006), De l’économie directe La révolution productive: Un modèle de transfert vers les usagers, Working paper, ThinkStudio, Genève, September.
  • Creswell J.W. (1998), Qualitative Inquiry and Research Design: Choosing among Five Traditions, Sage, London.
  • Davenport T.H., Harris J.G., Kohli A.K. (2001), How do They Know Their Customers So Well? “MIT Sloan Management Review”, Vol. 42, No. 2.
  • Day G.S. (2000), Capabilities for Forging Customer Relationships, Marketing Science Institute, Cambridge, MA.
  • Drucker P.F. (1999), Knowledge Worker Productivity – The Biggest Challenge. “California Management Review”, Vol. 41, No. 2.
  • Garcia-Murillo M., Annabi H. (2002), Customer Knowledge Management, “Journal of the Operational Research Society”, Vol. 53, No. 8.
  • Gebert H., Geib M., Kolbe L., Brenner W. (2003), Knowledge-enabled Customer Relationship Management, “Journal of Knowledge Management”, Vol. 7, No. 5.
  • Gebert H., Geib M., Kolbe L., Riempp G. (2002), Towards Customer Knowledge Management: Integrating Customer Relationship Management and Knowledge Management Concepts, The Second International Conference on Electronic Business, Taipei, Taiwan, December.
  • Gibbert M., Leibold M., Probst G. (2002), Five Styles of Customer Knowledge Management, and How Smart Companies Use Them To Create Value, “European Management Journal”, Vol. 20, No. 5.
  • Gummesson E. (2012), Total Relationship Marketing, Routledge, Oxford.
  • Hippel E. von (1988), The Sources of Innovation, Oxford University Press, New York.
  • Hippel E. von, Riggs W. (1996), A Lead User Study of Electronic Home Banking Services: Lessons from the Learning Curve, Sloan Working Paper, Sloan School ofManagement, Massachusetts Institute of Technology, June.
  • Hoyer W.D., Chandy R., Dorotic M., Krafft M., Singh S.S. (2010), Consumer Co-creation in New Product Development, “Journal of Service Research”, Vol. 13, No. 3.
  • Kobyłko G., Morawski M., eds. (2006), Przedsiębiorstwo zorientowane na wiedzę, Difin, Warszawa.
  • Kumar N. (2007), Strategie walki z rywalami, których orężem są niskie koszty, „Harvard Business Review Polska”, marzec.
  • Larsson, R., Bowen D. (1989), Organization and Customer: Managing Design and Coordination of Services, “Academy of Management Review”, Vol. 14, No. 2.
  • Leonard D.A., Rayport J. (1997), Spark Innovation Through Empathic Design, “Harvard Business Review”, No. 6.
  • Lynn G.S., Morone J.G., Paulson A.S. (1996), Marketing and Discontinuous Innovation. The Probe and Learn Process, “California Management Review”, Vol. 38, No. 3.
  • McDermott R. (1999), Learning Across Teams. The Role of Communities of Practice in Team Organization, “Knowledge Management Review”, Vol. 2, No. 8.
  • Meyer M. (2010), The Rise of the Knowledge Broker, “Science Communication”, Vol. 32, No. 1.
  • Mills P.K., Morris J.H. (1986), Clients as ‘Partial’ Employees: Role Development in Client Participation, “Academy of Management Review” , Vol. 11, No. 4.
  • Nambisan S. (2002), Designing Virtual Customer Environments for New Product Development: Toward a Theory, “The Academy of Management Review”, Vol. 27, No. 3.
  • Prahalad C.K., Ramaswamy V. (2004), Co-creation Experiences: The Next Practice in Value Creation, “Journal of Interactive Marketing”, Vol. 18, No. 3.
  • Reichwald R., Piller F. (2006), Interactive Wertsschpfung. Open Innovation, Individualisierung und neue Formen der Arbeitsteilung, Gabler, Wiesbaden.
  • Risch R.A., Kleine S.S. (2000), Customer Participation in Services Production and Delivery [in:] Handbook of Services Marketing and Management, Sage Thousand Oaks.
  • Romero D., Molina A. (2011), Collaborative Networked Organisations and Customer Communities: Value Co-Creation and Co-innovation in the Networking Era. Production Planning & Control: “The Management of Operations”, Special Issue: Coinnovation and Collaborative Networks, Vol. 22, No. 5-6.
  • Rowley J. (2002), Eight Questions for Customer Knowledge Management in e-Business, “Journal of Knowledge Management”, Vol. 29, No. 6.
  • Rowley J. (2006), Customer Knowledge Management, Academy of Management Best Papers Proceedings,
  • Salomann H., Dous M., Kolbe L., Brenner W. (2005), Rejuvenating Customer Management: How to Make Knowledge For, From and About Customers Work, “EuropeanManagement Journal”, Vol. 23, No. 4.
  • Sawhney M., Prandelli E. (2000), Beyond Customer Knowledge Management: Customers as Knowledge Co-Creators [in:] Knowledge Management and Virtual Organisations, Idea Group Publishing, Hershey.
  • Sawhney M., Verona G., Prandelli E. (2005), Collaborating to Create: The Internet as a Platform for Customer Engagement in Product Innovation, “Journal of InteractiveMarketing”, Vol. 19, No. 4.
  • Sawhney M., Verona G., Prandelli E. (2008), Collaborating with Customers to Innovate: Conceiving and Marketing Products in the Networking Age, Edward Elgar Publishing.
  • Slywotzky A.J., Morrison D.J., Andelman B. (2000), Strefa zysku, PWE, Warszawa.
  • Smith H.A., McKeen J.D. (2005), Developments in Practice XVIII-Customer Knowledge Management: Adding Value for Our Customers, “Communications of the Association for Information Systems”, Vol. 16, Article 36.
  • Thomke S., Hippel E. von (2002), Customers as Innovators: A New Way to Create Value, “Harvard Business Review”, Vol. 80, No. 4.
  • Toffler A. (1980), The Third Wave, Bantam Books, New York.
  • Trandwatching (2006), (access:10.08.2015).
  • Varadarajan R. (2009), Outsourcing: Think More Expansively, “Journal of Business Research”, Vol. 62, No. 11.
  • Voβ G., Rieder K. (2005), Der arbeitender Kund. Wenn Konsumenten zu unbezahlten Mitarbeitern werden, Frankfurt A.M., New York Campus.
  • Wenger E. (1998), Communities of Practice: Learning, Meaning, and Identity, Cambridge University Press, Cambridge.
  • Xuelian L., Chakpitak N., Yodmongkol P. (2015), A Novel Two-Dimension’ Customer Knowledge Analysis Model, “Asian Social Science”, Vol. 11, No. 16.
  • Zaltman G. (1997), Rethinking Market Research: Putting People Back, “Journal of Marketing Research”, Vol. 34, No. 4.
  • Zaltman G., Zaltman L. (2010), Metafora w marketingu. Jak przeniknąć umysły klientów dzięki metaforom głębokim, Dom Wydawniczy REBIS, Poznań.
  • Zanjani M.S., Rouzbehani R., Dabbagh H. (2008), Proposing Conceptual Model of Customer Knowledge Management: A Study of CKM Tools in British Dotcoms, “WordAcademy of Science, Engineering and Technology”, Vol. 2, No. 2.
Document Type
Publication order reference
YADDA identifier
JavaScript is turned off in your web browser. Turn it on to take full advantage of this site, then refresh the page.