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When less is more: the downside of customer knowledge sharing in new product development teams

  • Yihui (Elina) TangEmail author
  • Detelina Marinova
Original Empirical Research
  • 27 Downloads

Abstract

Despite the common belief that knowledge sharing in new product development (NPD) teams is beneficial, empirical findings are mixed. We adopt a microfoundations perspective and draw from the socio-cognitive theory to propose a model that theorizes a nonlinear effect of customer knowledge sharing behaviors on NPD performance. In particular, we identify the underlying mechanism through which shared common customer knowledge and perceived diagnostic value shape the nonlinear returns to customer knowledge sharing behaviors. In Study 1, data from the biotechnology industry provide support for the hypothesis that customer knowledge sharing behaviors in NPD teams have an inverted U-shaped relationship with NPD performance. In Study 2, data from business-to-business (B2B) industries demonstrate that customer knowledge sharing behaviors are positively related to shared common customer knowledge in NPD teams, and the latter has an inverted U-shaped effect on NPD performance. Finally, this nonlinear effect is moderated by the team’s perceived diagnostic value of customer knowledge, such that the inflection point of the inverted U-shaped curve is shifted upward in teams with high levels of perceived diagnostic value of customer knowledge, strengthening the impact of shared common knowledge on NPD performance.

Keywords

New product development NPD B2B Customer knowledge Knowledge sharing Shared knowledge Socio-cognitive theory Team Diagnostic 

Notes

Acknowledgement

This work was supported by the Robert J. Trulaske, Sr. College of Business Small Grant Program.

Supplementary material

11747_2019_646_MOESM1_ESM.docx (70 kb)
ESM 1 (DOCX 70 kb)

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Copyright information

© Academy of Marketing Science 2019

Authors and Affiliations

  1. 1.College of BusinessNorthern Illinois UniversityDeKalbUSA
  2. 2.Robert J. Trulaske College of BusinessColumbiaUSA

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