Customer Knowledge Network Based on Service Interaction: A Typology and Spiral Model

Viewed by knowledge management, customer as an external knowledge source will conduct knowledge sharing and exchange with service provider. This paper, from a point view of service interactions, investigates the knowledge network attributes of service process, analyzes the component elements and category attributes of customer knowledge network, and then proposes an IMEP spiral model to manage customer knowledge network, composed of four stages: identification, measurement, evaluation and promotion. This paper will contribute to the practice of China´s service enterprises to more effectively utilize customer knowledge and to improve their service innovation capabilities.