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Customer Knowledge Acquisition in Omani Organizations 阿曼组织的客户知识获取
Pub Date : 2020-10-01 DOI: 10.4018/ijkm.2020100104
K. Al-Busaidi
Customer knowledge (CK) can empower organizations and improve their operational, innovative, and competitive performance. CK has been classified into three categories: knowledge for customers, knowledge about customers, and knowledge from customers. The literature has highlighted the importance of assessing the value of external CK in enabling organizations to obtain the support of top management. Very limited empirical studies have examined the specific impact of acquiring each type of CK. Consequently, the objective of this study is to empirically assess the impact of acquiring each type of CK. Based on an analysis of 41 organizations in Oman, this study detected that the overall acquisition of each type of customer knowledge has significant positive links with business process benefits, product benefits, customer benefits, and financial benefits, but a low significant positive link with employee benefits, and no significant link with market benefits. This study developed an integrated framework and measures to assess the value of acquiring different types of customer knowledge.
客户知识(CK)可以增强组织的能力,并改进其运营、创新和竞争绩效。CK分为三类:为客户提供的知识、关于客户的知识和来自客户的知识。文献强调了评估外部CK在使组织获得高层管理人员支持方面的价值的重要性。非常有限的实证研究考察了获得每种类型的CK的具体影响。因此,本研究的目的是实证评估获得每种类型的CK的影响。基于对阿曼41个组织的分析,本研究发现,每种类型的客户知识的总体获取与业务流程效益、产品效益、客户效益和财务效益存在显著的正相关,但与员工效益的正相关程度较低,与市场效益的正相关程度不显著。本研究开发了一个综合的框架和措施来评估获取不同类型的客户知识的价值。
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引用次数: 0
Guidelines for Selecting Appropriate Knowledge Management System Implementation Frameworks 选择合适的知识管理系统实施框架指南
Pub Date : 2020-10-01 DOI: 10.4018/ijkm.2020100105
George Maramba, Hanlie Smuts
The preservation of knowledge is a universal requirement for every organisation that strives to gain a competitive advantage. Knowledge management systems are a modern business enabler and driver of success. Furthermore, the implementation of knowledge management systems is a comprehensive process which integrates people, business processes, the business universe, technology, and customers. However, some evidence suggests that organisations are investing a multiplicity of resources in implementing knowledge management systems with little success. Therefore, the aim of this study is to identify and understand the types of frameworks available for implementing knowledge management systems and present a comprehensive implementation framework including the relevant critical success factors and measurement tools that organisations may use for implementing knowledge management system projects. The successful implementation of knowledge management systems lie in the adoption of a suitable strategy and well-defined framework.
保存知识是每一个努力获得竞争优势的组织的普遍要求。知识管理系统是现代商业成功的推动者和驱动力。此外,知识管理系统的实现是一个综合的过程,它集成了人员、业务流程、业务领域、技术和客户。然而,一些证据表明,组织在实施知识管理系统方面投入了大量资源,但收效甚微。因此,本研究的目的是识别和理解可用于实施知识管理系统的框架类型,并提出一个全面的实施框架,包括组织可能用于实施知识管理系统项目的相关关键成功因素和测量工具。知识管理系统的成功实施取决于采用合适的战略和定义良好的框架。
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引用次数: 3
Relating Knowledge Management Enablers, Knowledge Management Processes, and Organizational Effectiveness: The Case for the Maltese Pharmaceutical Sector 相关知识管理推动者,知识管理流程和组织效率:马耳他制药部门的案例
Pub Date : 2020-10-01 DOI: 10.4018/ijkm.2020100106
F. Bezzina, D. Baldacchino, V. Cassar
This study investigates the relationship between knowledge management (KM) enablers (aspects of organizational structure, learning, strategy, transformational leadership, and information technology) and organizational effectiveness. It also examines the mediating role of KM processes (knowledge creation, knowledge organization, knowledge application, and knowledge protection). Using a web-based questionnaire and the responses from 201 organizations in the Maltese Pharmaceutical Sector, structural equation modelling revealed that various KM enablers produced direct effects on KM processes, and in turn, two KM processes produced direct effects on organizational effectiveness and also mediated the relationship between some KM enablers and organizational effectiveness. This study contributes towards a better understanding of specific aspects of the KM phenomenon and provides several implications that could better assist the management of knowledge to enhance organizational effectiveness.
本研究探讨知识管理(KM)的推动因素(组织结构、学习、策略、变革型领导和资讯科技)与组织效能的关系。本文还考察了知识管理过程(知识创造、知识组织、知识应用和知识保护)的中介作用。利用基于网络的问卷调查和来自马耳他制药行业201个组织的反馈,结构方程模型揭示了各种知识管理促进因素对知识管理过程产生直接影响,而两种知识管理过程又对组织有效性产生直接影响,并介导了一些知识管理促进因素与组织有效性之间的关系。本研究有助于更好地理解知识管理现象的具体方面,并提供了一些可以更好地协助知识管理以提高组织有效性的启示。
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引用次数: 1
An Evaluation of Employees' Competence Towards the Development of a Learning Organization 学习型组织发展中的员工胜任力评价
Pub Date : 2020-10-01 DOI: 10.4018/ijkm.2020100102
C. Patro
Organizations that focus on the development of employees' competence and shed light on the future are those with learning capacity and enthusiasm. Learning organizations encourage self-organization and are an indispensable part of the innovative process, which is also an integral part of creating an environment that facilitates evolutionary sustainability. It is essential for the employees to be open to innovation and learning in order to increase service quality and bring the implication of being a learning organization to the foreground. The study focuses on appraising the employees in building their capabilities and enhancing leadership skills towards the development of learning organization. The results reveal that the factors, communication, motivation, achievement, and adaptability, show significant relation with the employees' capabilities and leadership skills, and also on the overall performance of managers towards the achievement of organizational goals. The findings of the study will facilitate the management to build strategies in enhancing employees' competence.
关注员工能力发展、展望未来的组织是具有学习能力和学习热情的组织。学习型组织鼓励自我组织,是创新过程中不可或缺的一部分,也是创造有利于进化可持续性的环境的一个组成部分。为了提高服务质量,将学习型组织的含义带到前台,员工必须开放创新和学习。本研究的重点是评估员工的能力建设,提高领导技能,以促进学习型组织的发展。结果表明,沟通、激励、成就和适应性这四个因素与员工的能力和领导技能以及管理者实现组织目标的整体绩效之间存在显著的关系。研究结果有助管理层制定提升员工胜任力的策略。
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引用次数: 1
Managerial Ambidexterity and Firm Performance: The Mediating Role of Knowledge Brokerage 管理双元性与企业绩效:知识中介的中介作用
Pub Date : 2020-07-01 DOI: 10.4018/ijkm.2020070104
Ching Seng Yap, Rizal Ahmad, Farah Waheeda Jalaludin, Nurul Afza Hashim
Ambidexterity or the ability by individuals or firms to simultaneously and synergistically pursue both exploitation and exploration activities has been found to have positive effects on firm performance. However, the ambidexterity literature has been predominated by the studies at the organizational level, and little is known about the antecedents and consequences of ambidexterity at the individual level. This study examines environmental dynamism and social network as the antecedents of managerial ambidexterity, and knowledge brokerage and firm performance as the consequences. This study tests the mediating role of knowledge brokerage on the relationship between managerial ambidexterity and firm performance. Data are collected from 308 senior executives working in technology manufacturing firms in Malaysia using a questionnaire survey. The findings reveal that environmental dynamism and social networks are significantly and positively related to managerial ambidexterity, and knowledge brokerage mediates the relationship between managerial ambidexterity and firm performance.
人们发现,双元性或个人或企业同时协同开展开采和勘探活动的能力对企业绩效有积极影响。然而,关于双元性的文献主要集中在组织层面的研究,对于个体层面的双元性的前因和后果的研究很少。本研究考察了环境动态性和社会网络作为管理双元性的前因,知识中介和企业绩效作为结果。本研究检验了知识中介在管理双元性与企业绩效关系中的中介作用。数据收集了308名高级管理人员在马来西亚的技术制造公司使用问卷调查。研究发现,环境动态性和社会网络与管理双元性显著正相关,知识中介在管理双元性与企业绩效之间起中介作用。
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引用次数: 3
Discovering Knowledge by Comparing Silhouettes Using K-Means Clustering for Customer Segmentation 基于k均值聚类的客户细分中轮廓对比知识发现
Pub Date : 2020-07-01 DOI: 10.4018/ijkm.2020070105
Zeeshan Akbar, Jun Liu, Z. Latif
A large amount of data is generated every day from different sources. Knowledge extraction is the discovery of some useful and potential information from data that can help to make better decisions. Today's business process requires a technique that is intelligent and has the capability to discover useful patterns in data called data mining. This research is about using silhouettes created from K-means clustering to extract knowledge. This paper implements K-means clustering technique in order to group customers into K clusters according to deals purchased in two different scenarios using evolutionary algorithm for optimization and compare silhouettes for different K values to analyze the improvement in extracted knowledge.
每天都有来自不同来源的大量数据产生。知识提取是从数据中发现一些有用的和潜在的信息,这些信息可以帮助做出更好的决策。当今的业务流程需要一种智能技术,这种技术具有发现数据中有用模式的能力,称为数据挖掘。这项研究是关于使用k均值聚类产生的轮廓来提取知识。本文采用K-means聚类技术,利用进化算法进行优化,根据两种不同场景下的购买交易将客户分组为K类,并比较不同K值下的轮廓,分析提取知识的改进情况。
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引用次数: 5
Employee Productivity and Service Quality Enhancement Using ERP With Knowledge Management: A Study in a Power Distribution Company in the Global Context 运用ERP和知识管理提高员工生产力和服务质量:基于全球化背景下某配电公司的研究
Pub Date : 2020-07-01 DOI: 10.4018/ijkm.2020070106
A. Agrawal, Hemant Kumar Diwakar, S. Mukti
Many researchers have identified that implementation of knowledge management (KM) improves the success rate of enterprise resource planning (ERP) in different sectors, but the support of KM in post-ERP implementation in the service sector is yet to be analyzed. The aim of the study is to confirm the support of KM and to identify the post-implementation effect of ERP on employees and service quality. For the fulfillment of this research, data were gathered from the service sector's employees and consumers. The research has been processed in three stages: The first stage includes the variables identification from the previously published literature and reduced to smaller groups with the help of IBM SPSS software. Second stage explores the preparation of conceptual model. The third stage involves the identification and substantiation of KM support with post-ERP implementation, which has been accomplished through a short brainstorming session with employees and senior manager of power distribution company. This research concludes that there is positive support of KM in post-ERP implementation.
许多研究者已经发现,知识管理(KM)的实施提高了企业资源计划(ERP)在不同部门的成功率,但知识管理对服务部门实施后ERP的支持作用尚未得到分析。本研究的目的是确认知识管理的支持,并确定ERP实施后对员工和服务质量的影响。为了完成这项研究,我们从服务行业的员工和消费者中收集了数据。研究分三个阶段进行:第一阶段包括从以前发表的文献中识别变量,并在IBM SPSS软件的帮助下减少到更小的群体。第二阶段探讨概念模型的准备。第三阶段涉及识别和证实知识管理对erp后实施的支持,这是通过与配电公司的员工和高级经理进行简短的头脑风暴会议完成的。本研究的结论是,知识管理在erp后实施中具有积极的支持作用。
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引用次数: 1
Bibliometric Analysis of Social Media as a Platform for Knowledge Management 社会媒体作为知识管理平台的文献计量分析
Pub Date : 2020-07-01 DOI: 10.4018/ijkm.2020070103
S. Noor, Yi Guo, Syed Hamad Hassan Shah, M. Nawaz, A. Butt
The purpose of this study is to conduct a bibliometric analysis to examine the most influential journals, institutions, and countries in social media (SM) publications related to knowledge management (KM). Moreover, various research themes in SM KM publications are also explored. VOSviewer was employed to process 234 SM KM publications retrieved from Web of Science (WoS) in the time period 2009-2019. Different methodologies were used according to the nature of bibliometric analysis and explained in each section. Journal of Knowledge Management was the most influential journal in SM KM publications. USA and England ranked first and second respectively, while the Tampere University of Technology was the most productive institute in SM KM research. Four emerged themes indicated an explicit contribution of SM users in KM through big data, knowledge sharing, innovation, Enterprise 2.0, and social capital. This is the first bibliometric study that explores the overall contribution of SM publications in the KM field.
本研究的目的是进行文献计量分析,以考察与知识管理(KM)相关的社交媒体(SM)出版物中最具影响力的期刊、机构和国家。此外,还探讨了SM - KM出版物中的各种研究主题。利用VOSviewer对2009-2019年从Web of Science (WoS)检索到的234篇SM KM论文进行了处理。根据文献计量分析的性质,采用了不同的方法,并在每一节中进行了说明。《知识管理》杂志是SM知识管理出版物中最具影响力的期刊。美国和英国分别排名第一和第二,而坦佩雷理工大学是SM - KM研究成果最多的大学。四个主题表明,短信用户通过大数据、知识共享、创新、企业2.0和社会资本对知识管理做出了明确贡献。这是第一个文献计量学研究,探讨了SM出版物在KM领域的总体贡献。
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引用次数: 39
Impact of Knowledge Adoption and Cognitive Learning in the Knowledge Transfer Process 知识迁移过程中知识采纳与认知学习的影响
Pub Date : 2020-07-01 DOI: 10.4018/ijkm.2020070101
Phocharapol Srisamran, V. Ractham
This study aims to investigate the influence of knowledge adoption (intention to adopt knowledge) and cognitive learning in the knowledge transfer process. The moderating impact of cognitive learning strategy is also explored. Building on cognitive learning theories, a model was developed to examine the knowledge recipient's intention to adopt knowledge and his/her cognitive learning. As this study follows quantitative approach, the model was tested empirically using a survey of 615 white-collar workers in Thailand. The results show that higher knowledge recipient's intention to adopt knowledge can enhance his/her cognitive learning. The results also show that utilizing cognitive learning strategy may only be suitable for some groups of knowledge recipients. Based on the study's findings, management teams can understand the importance of employees' intention to adopt knowledge in their learning of the transferred knowledge. Moreover, management teams can understand how to utilize the cognitive learning strategy for employees with different intentions to adopt knowledge.
本研究旨在探讨知识迁移过程中知识采纳(采纳知识的意愿)与认知学习的影响。研究还探讨了认知学习策略的调节作用。在认知学习理论的基础上,建立了一个模型来考察知识接受者接受知识的意愿及其认知学习。由于本研究采用了定量方法,因此对泰国615名白领进行了实证调查。结果表明,知识接受者接受知识的意愿越高,其认知学习能力越强。研究结果还表明,认知学习策略可能只适用于某些知识接受者群体。根据研究结果,管理团队可以理解员工在学习转移知识时采用知识的意愿的重要性。此外,管理团队可以了解如何利用认知学习策略对不同意图的员工采用知识。
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引用次数: 3
Enriching SME Learning and Innovation Through Inter-Organizational Knowledge Transfer 通过组织间知识转移丰富中小企业学习与创新
Pub Date : 2020-07-01 DOI: 10.4018/ijkm.2020070102
Himyar Ali Al Jabri, K. Al-Busaidi
Small and medium enterprises (SMEs) are today considered a driving force in several nations' economies. Inter-organizational knowledge transfer (IOKT) enables organizations including SMEs to improve operational and strategic performance. To enhance SMEs' competitive advantages, they need external knowledge to enrich learning capabilities. This study uses qualitative methodology to examine the values that can be generated from the IOKT process in SMEs. Participants were 10 Omani SMEs from the ICT sector, a knowledge-intensive sector. Based on face-to-face, semi-structured interviews, the results confirmed that inter-organizational knowledge transfer is considered important to SMEs. Results indicated that learning benefits are gained from informal IOKT activities at those SMEs, but they do not yet show a strong impact on the innovation performance of organizations. Thus, this study provides valuable insights for researchers and practitioners interested in the SME domain to use as a basis for their investigations.
今天,中小企业被认为是一些国家经济的推动力。组织间知识转移(IOKT)使包括中小企业在内的组织能够改善运营和战略绩效。中小企业要增强竞争优势,需要外部知识来丰富学习能力。本研究使用定性方法来检验中小企业IOKT过程中可以产生的价值。参加者是来自信息和通信技术部门的10家阿曼中小企业,这是一个知识密集型部门。基于面对面的半结构化访谈,结果证实了组织间知识转移对中小企业的重要性。研究结果表明,中小企业的非正式IOKT活动获得了学习收益,但尚未对组织的创新绩效产生强烈影响。因此,本研究为对中小企业领域感兴趣的研究人员和实践者提供了有价值的见解,作为他们调查的基础。
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引用次数: 3
期刊
Int. J. Knowl. Manag.
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