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

Abstract

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 knowledgebased 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.