Value-integrated Mechanism of Total Customer Participation: A Knowledge Management perspective

摘要

With reasonable use of the customer's abilities, Total Customer Participation creates great competitive advantages for the firm and many benefits for the customer. Based on Knowledge Management perspective, this paper analyzed processes of knowledge acquisition, knowledge transfer and knowledge transform between the customer and the company when the customer participates the company's operation at all levels and the whole process during customer's lifecycle. The conclusion shows Total Customer Participation can fill the gap between the customer value and the company value to achieve value integration.