Customer managed knowledge factories

Jongmin T. Moon, Kevin C. Desouza

Research output: Contribution to journalArticlepeer-review

4 Scopus citations


This article highlights the importance of knowledge management for organizations, and the understanding of how customers play an important role in shaping an organization's customer knowledge management strategy. Briefly introducing the evolution of customer knowledge management, the authors make the case for the next step in evolution - customer managed knowledge factories. Drawing from real-world examples such as Apple's iPhone and using the Global Text Project as an illustration, the authors describe the key factors behind successful customer managed knowledge factories.

Original languageEnglish (US)
Pages (from-to)94-100
Number of pages7
JournalBusiness Information Review
Issue number2
StatePublished - 2010


  • Customer innovation
  • Customer knowledge
  • Innovation
  • Innovation economics
  • Knowledge management

ASJC Scopus subject areas

  • Business and International Management
  • Business, Management and Accounting (miscellaneous)
  • Economics, Econometrics and Finance (miscellaneous)


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