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  • 1.
    Eslami, Mohammad H.
    et al.
    Linköping University, Department of Management and Engineering, Project Innovations and Entrepreneurship, Linköping, Sweden.
    Lakemond, Nicolette
    Linköpings universitet, Projekt, innovationer och entreprenörskap.
    Knowledge integration with customers in collaborative product development projects2016In: The journal of business & industrial marketing, ISSN 0885-8624, E-ISSN 2052-1189, Vol. 31, no 7, p. 889-900Article in journal (Refereed)
    Abstract [en]

    Purpose

    This paper addresses the need for managerial and organizational approaches to knowledge integration with customer in collaborative product development projects. The purpose is to identify the roles of customers in terms of the customer's knowledge contribution and timing of customer collaboration in the product development process.

    Design/methodology/approach

    This study is based on a multi-case study approach, comprising four product development projects from two large international suppliers. The cases were selected following the theoretical replication logic. Data consist of interviews, workshops, and secondary information. For each of the cases, a within case analysis was performed followed by a cross-case analysis.

    Findings

    The study shows that the customer's knowledge contribution is aligned with the specific requirements of each phase of the product development. Three specific customer roles are identified and connected to the customer's knowledge contribution and the timing of customer collaboration. The technical capability of the customer and the locus of initiative of the product development project are affecting the prerequisites for knowledge integration with customers.

    Research limitations/implications

    The study is performed from the perspective of supplier firms. We have not been able to capture the perspective of the customer in detail. As it is expected that both customers and suppliers benefit from a systematic knowledge exchange, future studies could examine knowledge contributions in both directions.

    Practical implications

    The findings can be used to devise effective approaches for collaborative product development with customers related to the customer's knowledge contribution and the timing of customer collaboration and provide guidance to firms seeking to benefit from knowledge residing at customers.

    Originality/value

    This is one of the first studies to focus on the integration of customers' knowledge in product development processes. This paper contributes to the customer supplier collaboration literature by presenting further insight into customers' knowledge contributions, the timing of customer collaboration in product development processes and the prerequisites for knowledge integration with customers.

  • 2.
    Seno, J. P.
    et al.
    Department of Business Management, Faculdade Pitágoras de Uberlândia, Uberlândia, Brazil.
    Pimenta, M. L.
    Management and Business College, Federal University of Uberlândia, Uberlândia, Brazil.
    Hilletofth, Per
    Jönköping University, School of Engineering, JTH, Supply Chain and Operations Management.
    Eriksson, David
    Jönköping University, School of Engineering, JTH, Supply Chain and Operations Management.
    Cross-functional interconnectedness as an enabler of customer value2019In: Journal of business & industrial marketing, ISSN 0885-8624, E-ISSN 2052-1189, Vol. 34, no 4, p. 821-835Article in journal (Refereed)
    Abstract [en]

    Purpose:

    The purpose of this study is to analyze the processes of interconnectedness in cross-functional relationships involved in customer value enabling. Design/methodology/approach: In total, 20 in-depth interviews were conducted in three Brazilian companies from different industries. The critical incident technique was used for data collection and analysis. Content analysis was used to characterize the critical incidents within functional area networks.

    Findings:

    Six main critical incidents were identified within the studied relationships: process, urgency, lack of trust, capacity and demand imbalance, motivation and challenge. The results show situations in which the collaborative behavior of the actors generates customer value facilitation.

    Research limitations/implications:

    The firms studied are small and medium, located in an emerging economy and are resource-constrained. Further research could be performed in organizations in other countries with different sizes and resources. Future studies could also include customers within the analyzed functional networks to evaluate value-in-use behavior.

    Practical implications:

    Process, as a critical incident, may be composed of several elements that could affect the processes of value creation. Moreover, the adjustment between production capacity and demand should focus on avoiding propagation of functional problems through the processes. This focus may facilitate spontaneous community behavior and customer knowledge renewal.

    Originality/value:

    This paper generates new qualitative bases to characterize the interconnectedness within functional networks within the perspective of relationship marketing. The study of the internal functions and processes revealed several particularities that are not evidenced in the extant literature, which is concentrated in relationships among companies. The quality of the relationship among the members of a functional network may affect the effectiveness of the promises of customer value, more specifically in value enabling. © 2019, Emerald Publishing Limited.

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