Customer knowledge enabled innovation capability: proposing a measurement scale

Abstract

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 provide managers with the opportunity to regularly monitor their innovative capability and be close to their customers. Originality/value The CKEI capability is proposed as a new construct focusing on integrating both innovation and knowledge‐based capabilities literatures. The CKEI measurement scale is believed to extend these literatures and to add knowledge to these areas of research..

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