Mechanisms of customer knowledge integration in the open innovation process: health-tech case

Abstract

Purpose This paper aims to reveal the expression and specificity of customer knowledge integration in the open innovation process in the health-tech sector. Design/methodology/approach The collection method of data for this research is hermeneutic interview with top management or employees, which are directly responsible for innovation development in the organization. Only innovative organizations, which act in the health-tech sector and have high level of knowledge intensity, were selected. Interviews with ten organizations had reached saturation of data. Data coding and analysis was conducted by using MAXQDA 18. Findings The results showed that customer knowledge integration research mechanisms depend on different markets and open innovation process in the health-tech sector. Practical implications The results of research increase understanding and ability to integrate customer knowledge more effectively in the open innovation process in the organizations. Following it, organizations become more flexible and gain sustainable competitive advantage. Originality/value Open innovation development is intensive knowledge activity that requires continuous knowledge updating. The success of open innovation with customers requires effective utilization and adaptation of customer knowledge which is the result of customer knowledge integration in the open innovation process. Scientific literature identifies different mechanisms that help to integrate knowledge successfully. However, these mechanisms are common for all kinds of knowledge. Therefore, this research was focused on looking into the specificity of the context of customer knowledge because it is the most complicated kind of all knowledge.