Customer-centric relationship management system development: A generative knowledge integration perspective

Purpose ¿ This study aims to create and deploy new configurations of resources via understanding issues concerning generative knowledge integration (KI) to create a customer-centric relationship management system. Design/methodology/approach ¿ A qualitative case study of a public-listed housing developer was conducted to analyze its main issues and conceptualize the underlying generative knowledge integration process. Findings ¿ Issues concerning generating KI were identified from the case study. The conceptualization of generative KI encompasses three main generative KI mechanisms, knowledge conceptualization, knowledge convergence, and knowledge assimilation, that are connected by three generative KI processes: accessing and exchanging knowledge, articulating and exchanging knowledge, and combining and exchanging knowledge.