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Research on the Relationship Between Customer Knowledge Executive DBA, Université Paris-Dauphine 巴黎九大高级工商管理博士学位项目 Research on the Relationship between Customer Knowledge Management and Innovation Capability, the Case of Architectural Design Enterprises in China (Thesis submitted for the degree of Executive Doctorate in Business Administration) Cohort: 2014 Candidate: WANG Wei Supervisor: Kin Hang Chan April 22, 2017 CONFIDENTIALITY AND AUTHORISATION There is a need to protect the confidentiality of information provided by the interviewees and their organizations. For this reason, the data and other material included in the thesis have been presented in such a way as to protect the interests of the participants. This thesis has been accepted as confidential, and will be handled according to the Université Paris-Dauphine’ confidentiality policy. Furthermore, the writer fully understands the relevant policy of Université Paris-Dauphine, regarding to the reservation and usage of the dissertation, namely that the University has the right to retain copies of the thesis, allow the thesis to be accessed and borrowed; The university may publish all or part of the contents of the thesis, and can save the thesis by photocopying, microprinting or other means. Signature: Signature of Supervisor: Date: I ACKNOWLEDGEMENT My deepest gratitude goes first and foremost to Prof. Kin Hang Chan, my supervisor, for his constant encouragement and guidance. He has walked me through all the stages of the writing of this thesis. Without his consistent and illuminating instruction, this thesis could not have reached its present form. At the same time, Dr. Chen profound knowledge, rigorous scholarship, so I very much admire the attitude that I model for future study and work. Otherwise, I would like to thank Prof. Fernandez Bernard and Professor J P Segal for their careful review opinion on the theses. I shall extend my thanks to Prof. Pierre Romelaer, the founder of UPD EDBA program, and Prof. Pierre Volle, the director of UPD EDBA program and Prof. Fernandez Bernard, the Chinese region director of UPD EDBA program, for their guidance in the three-year EDBA study. My heartfelt thanks goes to Lu Zhijiang, Zhang Yingjun, Li Jun and Xu Dongyuan of Tsinghua University's Zhuoer Education Group for their management work on UPD EDBA program. At the same time, I would like to thank Yang Chen for his help in the revision and translation of the thesis. The completion of the doctoral thesis is just the beginning of a new course. More than three years of study process has a great impact on my business management work, on my personal learning ability and especially on the way of thinking. During the academic exchange activities, I learned a lot from Prof. Fan Yushun from Tsinghua University, Prof. Zhang Shixian from the Chinese Academy of Sciences, Prof. Bergman from Stanford University, Prof. Jean-Denis BUDIN from UPD and Prof. Ying Runtian from Shanghai Jiaotong University. In addtion, I would like to express my heartfelt gratitude to Cong Xiaomi, the President of Beijing Jiangong Architectural Design and Research Institute. As my friend and leader, he provide selfless support and guidance all the time. At the same time, I would like to thank Wang Yue, the Vice President of Beijing Jiangong Architectural Design and Research Institute, and leaders from other design institutes for their enthusiasm to help. Last, my thanks would go to my beloved family for their loving considerations and great confidence in me all through these years. I also owe my sincere gratitude to my friends and my fellow classmates who gave me their help and time in listening to me and helping me work out my problems during the difficult course of the thesis. II ABSTRACT In recent years, the rapid development of global knowledge economy and information technology has brought increasing pressure on enterprise’s innovation. Many enterprises have adopted the concepts and mechanism of customer knowledge management, keeping up with changes through cooperation with customers and learning from customers. As the extension of knowledge management and customer relationship management, it is widely agreed that customer knowledge management has great influence on enterprise’s innovation capability. Many enterprises have already set down to the practice of customer knowledge management. However, studies on customer knowledge management are still immature, especially for customer knowledge management of architectural design enterprises. Due to limited perspective of theoretical research and lack of empirical support, existing conclusions are imperfect to some extent. Against the background of Chinese architectural design enterprise, this thesis puts forward a customer knowledge management model according to knowledge flow and proves the influence of customer knowledge management on enterprise’s innovation capability, based on an in-depth review of the existing literature. To make the research more correct, more deep going, more comprehensive and more innovative, this thesis has carried out the research from three aspects focusing on one core concept—customer knowledge management. Firstly, On the basis of literature review, this thesis has absorbed the essence of the existing models to combine with management practice of architectural design enterprises. Therefore, a customer knowledge management model based on knowledge flow and a new measurement scale of enterprise’s innovation capability bases on innovation type have been constructed. Secondly, this thesis has revised the scales. After establishing measurement models for customer knowledge management and enterprise’s innovation capability, this research divides customer knowledge management into four dimensions: acquisition of customer knowledge, externalization of customer knowledge, integration of customer knowledge and internalization of customer knowledge. In addition, enterprise’s innovation capability is divided into four dimensions: management innovation, workflow innovation, technology innovation and business innovation. Amendments are made to the existing scales to gain a new version proved reliable and valid. Finally, after the amendments of the scales, this thesis constructs a research model where four dimensions of customer knowledge management are antecedents to study their influence on enterprise innovation capability and put forward corresponding presumptions. Data collected through questionnaire help to make empirical analysis of presumptions and model. By structural equation analysis in Amos, this thesis has studied the correlation between customer knowledge management and enterprise’s innovation capability. Except the function path from customer knowledge internalization to workflow innovation, there are significant positive correlation between customer knowledge management and other three dimensions of enterprise’s innovation capability. Contributions of this research lie in: (1) According to related theories about knowledge management and customer relationship management, this thesis has set up a customer knowledge management model on the basis of knowledge flow, filling the vacancy of customer knowledge management research in architectural design industry. (2) Customer knowledge management of architectural design enterprises is classified into four dimensions—acquisition, externalization, integration and internalization, after which III this thesis has revised and proved the measurement scale is applicable to the customer knowledge management of architectural design enterprises. (3) This research puts forward and proves the relation mode of customer knowledge management—enterprise’s innovation capability against the background of Chinese architectural design enterprises. Key Words: customer knowledge management (CKM), enterprise’s innovation capability (IC), structural equation model, empirical study IV CONTENT CONFIDENTIALITY AND AUTHORISATION ............................................................................................ I ACKNOWLEDGEMENT ............................................................................................................................. II ABSTRACT .................................................................................................................................................. III CONTENT ..................................................................................................................................................... V I Introduction ............................................................................................................................................. 1 1.1 Background and Theoretical Underpinning of the Study .................................................................. 1 1.2 Significance of this Research ............................................................................................................ 3 1.2.1 Gaps in literature ............................................................................................................ 3 1.2.2 Theoretical significance .................................................................................................. 3 1.2.3 Practical significance ...................................................................................................... 3 1.3 Research Questions and Hypotheses ................................................................................................. 4 1.4 Methodology ....................................................................................................................................
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