Title: Customer value creation through knowledge creation with customers: case studies of IT and multimedia businesses in Japan

Authors: Mitsuru Kodama

Addresses: Department of Management, College of Commerce and Graduate School of Business Administration, Nihon University, 5-2-1 Kinuta Setagaya-ku, Tokyo 157-8570, Japan

Abstract: In this paper, I shall discuss business processes that are capable of creating new value with many new customers and in which both enterprises and customers achieve new knowledge creation through the provision of new products and services by the enterprise. Examples of real business that project teams in a high-tech company providing IT-based products and multimedia services have experienced over the past five years in Japan through knowledge creation process with customers are taken as case studies. It has been pointed out that the formation of Ba through deep collaboration and dialectical dialogue with various customers based on the resonance of values and mutual trust, and the innovation of new knowledge creation by the synthesising capability through dialectical leadership within Ba are key factors in creating customer value and succeeding in new markets in the field of IT and multimedia business.

Keywords: learning; innovation; knowledge creation; collaboration; trust; dialectic; trust; Japan; information technology; multimedia; customer value creation; customer satisfaction.

DOI: 10.1504/IJIL.2005.006661

International Journal of Innovation and Learning, 2005 Vol.2 No.4, pp.357 - 385

Published online: 01 Apr 2005 *

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