Improving customer knowledge transfer in industrial firms: how does previous work experience influence the effect of reward systems?

Purpose – This paper aims to improve customer knowledge management practices in industrial firms by examining the role of knowledge integration mechanisms (KIMs) and customer-oriented reward systems in non-marketing managers’ use of customer information. Design/methodology/approach – Cross-sectional survey data were collected from 221 R & D and manufacturing managers from large, Finnish industrial companies. Ordinary least squares regression...