Purpose

This paper aims to develop a theoretical framework for the conceptualization of customer experiential knowledge (CEK) by logically combining its different dimensions into one coherent explanatory concept. Drawing on the integration of the literature on customer experience, customer knowledge management and customer insights acquisition, supported by adequate empirical evidence, the framework provides a systematic, comprehensive and accurate understanding of CEK which, could contribute to the identification of relevant customer experience insights useful for customer knowledge management.

Design/methodology/approach

The analysis follows an inductive/deductive interpretative approach and it is based on a netnography of specialty coffee bloggers’ narratives in relation to their sustainability practices.

Findings

The paper identifies the following six types of CEK: normative, subcultural, epicurean, transcendental, subcultural and symbolic. Accordingly, CEK is defined as the knowledge tacitly possessed by customers in relation to how they live their consumption experiences according to a body of heterogeneous socio-cultural contextual factors (ethos, norms and symbols) and subjective influences (emotions, ingenuity, instincts and senses) deeply embedded into the narrative of a consumption experience.

Originality/value

While CEK has been largely observed and acknowledged, it has not been yet adequately addressed by existing research. The provision of a conceptual definition of CEK which emphasizes its different dimensions will be of use to both academics and practitioners to better identify and categorize the different manifestations of CEK when undertaking empirical observations or managerial decisions.

中文翻译：

---

定义客户体验知识及其维度：从精品咖啡博客的网络学研究开始的概念化

目的

本文旨在通过逻辑地将客户体验知识 (CEK) 的不同维度组合成一个连贯的解释性概念，为客户体验知识 (CEK) 的概念化开发一个理论框架。该框架整合了有关客户体验、客户知识管理和客户洞察获取的文献，并以足够的经验证据为支撑，提供了对 CEK 的系统、全面和准确的理解，有助于识别有用的相关客户体验洞察。用于客户知识管理。

设计/方法/方法

该分析遵循归纳/演绎解释方法，它基于精品咖啡博主与其可持续性实践相关的叙述的网络志。

发现

该论文确定了以下六种类型的 CEK：规范的、亚文化的、享乐主义的、超验的、亚文化的和象征性的。因此，CEK 被定义为客户根据一系列异质的社会文化背景因素（精神、规范和符号）和主观影响（情感、独创性、本能和感官），就他们如何过消费体验而默认拥有的知识。 ) 深深嵌入到消费体验的叙述中。

原创性/价值

虽然 CEK 已在很大程度上得到观察和承认，但现有研究尚未充分解决这一问题。提供强调其不同维度的 CEK 概念定义将有助于学术界和从业者在进行实证观察或管理决策时更好地识别和分类 CEK 的不同表现形式。