Positive disruptions caused by SCRM activities in the SECI process of knowledge creation: Insights from four case studies

摘要: Web 2.0 has been in the foray for a while playing an important role threading business processes, various departments, systems and key stakeholders (within firms) to activate customer participation involvement. In order re-emphasize centricity, firms have using SCRM (Social Customer Relationship Management) approach as part of their CRM (Customer strategy. The activities under are major source organizational knowledge creation that occurs due continuous dialogue between tacit explicit knowledge. Also, social platforms (operating SCRM) where collaboration takes place acts shared context creation. To comprehend actions limitations knowledge-creating firm thoroughly, this research paper examines process knowledge-creation by (1) revisiting Nonaka-Takeuchi SECI (Socialization, Externalization, Combination & Internalization) recognize how can be prolific (2) exploring positive disruptions created integrating with four modes additional (3) analyzing case studies from consumer products sector use (4) discovering elements satisfy ‘BA’ context.