The focus of this paper is to contribute to the strategy and value literature by examining how different knowledge management (KM) processes contribute to firm performance and customer value. In this study, we also examine how value co-creation affects firm performance and customer value. The...

In the UK the National Health Service (NHS) has applied a number of quality improvement approaches from manufacturing, often in a piecemeal fashion; most notably Six Sigma and, more recently, Lean. This article reports on an evaluation of a program used in the NHS to consider what can be learned...