The Global Researches Trends in Customer Knowledge Management (CKM)

Abstract

Although there have been many publications on the subject of CKM, particularly in recent years, not much research has been conducted on the performance analysis and science maps of these studies. To overcome this constraint, a bibliometric study of the current body of academic literature on CKM is conducted the study’s methodology involved conducting a bibliometric examination of publications indexed in the Web of Science (WoS) and Scopus from 1992 to 2022. The search strategy employed for this review was guided by the PRISMA standards, resulting in 255 papers being located during the search procedure. To visualize and quantitatively analyze bibliometric networks the VOS viewer tool and the bibliometric R-package were utilized. The descriptive statistics reveal a significant increase in CKM studies since 2011, with the majority of publications occurring in 2021, 2019, and 2013, respectively. China, Iran, and the United States are the countries with the highest number of publications, respectively. The “JOURNAL OF KNOWLEDGE MANAGEMENT” is a core journal in this field, and “Hussin A” is the most prolific author in this scientific domain. The results of the thematic analysis indicate that “co-creation” has gained popularity in recent years, and over the past seven years, “knowledge sharing” and “customer knowledge development” have replaced “market orientation” and “customer relations”, respectively. Additionally, the co-word analysis of the author’s keywords identified six clusters, including “Knowledge Management and Market Orientation,” “Knowledge Sharing and Co-Creation,” “CKM and Customer Engagement,” “CKM, Tools and Technique,” “Knowledge Management and CRM,” and “CRM.”By identifying and deriving key CKM themes, this study makes a significant contribution to the CKM literature. Researchers can utilize the scientific analysis of a variety of sectors, such as customer knowledge management, to understand the scientific boundaries and gain a general understanding of the scientific method. Another goal is to identify research goals for policymakers in many scientific disciplines and modify them to meet future societal requirements.

Keywords

• customer knowledge
• customer knowledge management
• bibliometric analysis
• bibliometrix r-package
• vosviewer