How Does Knowledge Management Improve the Service Industry?

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JÖNKÖP I N G INTERNATIONAL B U S I N E S S SCHOOL
JÖNKÖPING UNIVERSITY
How does Knowledge Management
improve the Service Industry?
Author: Paween Pusaksrikit
Tutor: Jörgen Lindh
Jönköping: June 2006
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Table of Contents
1 Introduction ................................................................................ 4 1.1 Problem Discussion................................................................................4 1.2 Purpose ..................................................................................................5 1.3 Research Questions ...............................................................................5 1.4 Keywords................................................................................................5 2 Methodology............................................................................... 6 2.1 Qualitative research................................................................................6 2.2 Case study: definition .............................................................................6 2.3 Single-case vs. multiple-case designs....................................................7 2.4 Reliability and validity .............................................................................7 2.5 Data collection methods .........................................................................8 2.6 Data analysis and exposition..................................................................8 3. Theoretical frame of reference................................................... 9 3.1 Service Industry .....................................................................................9 3.2 The concept "Knowledge" ......................................................................9 3.2.1 Knowledge creation ..............................................................................10 3.2.2 Knowledge codification.........................................................................11 3.2.3 Knowledge transfer...............................................................................11 3.2.4 Knowledge work ...................................................................................12 3.2.5 Some possible problems in Knowledge Management .........................12 3.2.6 Knowledge management sharing .........................................................14 3.2.7 The Importance of Sharing Knowledge ................................................14 3.2.8 Barriers of Knowledge Sharing.............................................................15 3.3 The concept "Culture"...........................................................................16 3.3.1 Culture Definition ..................................................................................16 3.3.2 Corporate Culture .................................................................................16 3.3.3 Knowledge Management and the role of culture .................................17 3.3.4 Creating a knowledge sharing culture ..................................................18 3.3.5 Motivating and Rewarding Knowledge Sharing ...................................18 4 Analysis/Results ......................................................................19 4.1 Summary of the case studies ...............................................................19 4.1.1 Case study 1: The WISECARE Project ................................................19 4.1.2 Case study 2: HSBC.............................................................................20 4.2 Data analysis........................................................................................22 4.2.1 The importance of knowledge management in service

companies ...........................................................................................22 4.2.2 The utilization of knowledge management to gain competitive advantage.............................................................................................24 4.2.3 The problems that...
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