Customer Knowledge Enabled Innovation capability: Proposing a measurement scale

Purpose – The present paper aims to propose a measurement scale of the customer knowledge enabled innovation (CKEI) capability.Design/methodology/approach – Data were generated on the basis of in‐depth interviews with managers and was analysed using the “Sphinx” software.Findings – A pool of 60 items is proposed for the eventual measurement of the CKEI capability.Research limitations/implications – The proposed measurement scale is still raw. Further research is needed in order to test its psychometric features as well as to validate its relevance into a general model of customer knowledge management and innovation.Practical implications – Organizations need to measure the degree to which they are endowed with the capability of managing effectively customer knowledge in order to foster innovation. The CKEI scale is considered as a barometer allowing organizations to evaluate to what extent they are endowed with the capacity of co‐creating value with their customers. The proposed CKEI scale is believed to ...

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