Knowledge Management Role on Creating Service Excellence: Case Study on Building Materials Supermarket In the city of Sampit - Indonesia

Abstract

This study aimed to get empirical evidence about knowledge management (KM) practices that play a role in creating an excellence service through the support of the leader, employee training or learning opportunities and the sharing of knowledge, so as to improve the performance of employees in providing services to consumers. The focus of this research is the application of knowledge management and service excellence in the services provided organization. Subjects of this study consisted of three different informants and informants will be required each their perceptions regarding the implementation of knowledge management and the service excellence. Data collection technique used purposive sampling to choose the informants. Based on the results of the study showed that the application of knowledge management will have an impact on the creation of service excellence. It is important for businesses to be able to apply KM well to cultivate knowledge management system and excellence service this by making a standard operational procedure (SOP), so that every member of the organization have clear guidelines for implementation.