Knowledge Reuse in Mass Customization of Knowledge-Intensive Services

Mass customization is bound to become a strategic necessity for companies in most industries, as it enables a firm to operate at mass production levels and cater to the needs of individual customers. When the products being produced are intangible and knowledge-intensive, knowledge-based systems (KBSs) are critical enablers of mass customization. Recognizing that many firms offering such products already have in place various KBSs that support the “production” of standard products, this paper investigates the extent to which eight knowledge reuse approaches can be applied so as to “adapt” existing KBSs for (re)use in the context of mass customization.

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