Vol. 8 No.2 (2023)

Knowledge management of consumer lived experience on digital platforms to enhance organisational performance

Janette Hanekom
Department of Communication Science, College of Human Sciences, University of South Africa

Rachel Barker
Department of Communication Science College of Human Sciences, University of South Africa
barker@unisa.ac.za / 1rachelbarker@gmail.com


Rationale of Study – The study is based on the proposition that the consumer knowledge management (CKM) approach can connect the consumer's lived experience through knowledge management and knowledge sharing on digital platforms.

Methodology – This research follows an explorative and interpretative conceptual reflection through a systematic literature review (SLR) to ascertain that consumer knowledge, retrieved from lived experiences, is vital in enhancing organisational performance and innovation.

Findings – Consumer knowledge is redefined by integrating the experience lived and shared online. Based on this and to address the research objective, a conceptual framework of CKM that integrates the consumer's lived experience with knowledge management and sharing is proposed. This presents a knowledge- based view of the organisation and states that these resources and capabilities are knowledge-related and knowledge-intensive.

Implications – Research on this is scant; therefore, the proposed conceptual theoretical framework sets out to address these gaps in the literature, stimulate future research, and propose CKM processes for enhanced organisational performance.

Originality – The main research gaps are highlighted through a critical review of the literature to give way to the proposition of the research implications through the proposed conceptual, theoretical framework.


Knowledge sharing, consumer knowledge management, consumer value, communities of consumers, prosumerism