Pub Date : 2019-06-10DOI: 10.36965/OJAKM.2019.7(1)67-85
Boštjan Delak, Christiaan Maasdorp
Knowledge has become a central organizing principle in society to the extent that knowledge management has become a mainstream activity in organizations. Nevertheless, knowledge-related risks remain relatively neglected in the risk management domain. Whilst knowledge reduces uncertainty and the associated risks, the increased knowledge intensity in organizations also represents a risk factor that has to be assessed. The paper describes and validates an organizational risk assessment approach that considers knowledge-related and knowledge management risks in an integrated manner. The approach makes it possible to calculate risk ratings in terms of vulnerability and likelihood for 50 threats to all activities and phases of the knowledge life cycle. These risk ratings are plotted against 24 potential risks in the human, organizational, and technical domains. To impress on management the significance of these knowledge-related risks, the risk ratings are transformed to approximated financial figures. The approach is applied to 10 Slovenian organizations, two of which are discussed in detail in the paper, to demonstrate that it can be successfully used in a wide variety of organizations. It is concluded that the approach offers a way to assess both knowledge-related and knowledge-management-related risks, that the costs that individual risks potentially hold can be approximated, and that for a diversity of organizations mitigation strategies can be suggested for the identified risks.
{"title":"A measurable approach for risk justification of explicit and tacit knowledge assessment","authors":"Boštjan Delak, Christiaan Maasdorp","doi":"10.36965/OJAKM.2019.7(1)67-85","DOIUrl":"https://doi.org/10.36965/OJAKM.2019.7(1)67-85","url":null,"abstract":"Knowledge has become a central organizing principle in society to the extent that knowledge management has become a mainstream activity in organizations. Nevertheless, knowledge-related risks remain relatively neglected in the risk management domain. Whilst knowledge reduces uncertainty and the associated risks, the increased knowledge intensity in organizations also represents a risk factor that has to be assessed. The paper describes and validates an organizational risk assessment approach that considers knowledge-related and knowledge management risks in an integrated manner. The approach makes it possible to calculate risk ratings in terms of vulnerability and likelihood for 50 threats to all activities and phases of the knowledge life cycle. These risk ratings are plotted against 24 potential risks in the human, organizational, and technical domains. To impress on management the significance of these knowledge-related risks, the risk ratings are transformed to approximated financial figures. The approach is applied to 10 Slovenian organizations, two of which are discussed in detail in the paper, to demonstrate that it can be successfully used in a wide variety of organizations. It is concluded that the approach offers a way to assess both knowledge-related and knowledge-management-related risks, that the costs that individual risks potentially hold can be approximated, and that for a diversity of organizations mitigation strategies can be suggested for the identified risks.","PeriodicalId":325473,"journal":{"name":"Online Journal of Applied Knowledge Management","volume":"34 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-06-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125335640","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-05-25DOI: 10.36965/OJAKM.2019.7(1)53-66
Azad Ali, David T. Smith
Blockchain technology is on the rise and considered to be a revolutionary technology. It has been applied to many domains including personal health records, regulatory investigation, and global supply chain. Applications that may potentially benefit from blockchain technology are those, which involve multiple parties across the different organization, each performing a subset of many steps needed to complete a given transaction and involve different technologies. In addition, security and trust is a major concern. Given this, a good candidate for blockchain technology is mortgage lending. The purpose of this paper is to prepare a model that identifies different elements that are needed when applying blockchain technology in the mortgage origination process. This paper uses a popular framework used in customer relationship management (CRM) that combines three constructs: People, Process and Technology to develop the intended model.
{"title":"Blockchain and mortgage lending process: A study of people, process, and technology involved","authors":"Azad Ali, David T. Smith","doi":"10.36965/OJAKM.2019.7(1)53-66","DOIUrl":"https://doi.org/10.36965/OJAKM.2019.7(1)53-66","url":null,"abstract":"Blockchain technology is on the rise and considered to be a revolutionary technology. It has been applied to many domains including personal health records, regulatory investigation, and global supply chain. Applications that may potentially benefit from blockchain technology are those, which involve multiple parties across the different organization, each performing a subset of many steps needed to complete a given transaction and involve different technologies. In addition, security and trust is a major concern. Given this, a good candidate for blockchain technology is mortgage lending. The purpose of this paper is to prepare a model that identifies different elements that are needed when applying blockchain technology in the mortgage origination process. This paper uses a popular framework used in customer relationship management (CRM) that combines three constructs: People, Process and Technology to develop the intended model.","PeriodicalId":325473,"journal":{"name":"Online Journal of Applied Knowledge Management","volume":"57 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-05-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126010775","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-05-22DOI: 10.36965/OJAKM.2019.7(1)40-52
Karla Clarke, Y. Levy, L. Dringus, S. Brown
Insider threat mitigation is a growing challenge within organizations. The development of a novel alert visualization dashboard for the identification of potentially malicious cyber insider threats was identified as necessary to alleviate this challenge. This research developed a cyber insider threat dashboard visualization prototype for detecting potentially malicious cyber insider activities QUICK.v™. This study utilized Subject Matter Experts (SMEs) by applying the Delphi Method to identify the most critical cyber visualization variables and ranking. This paper contains the detailed results of a survey based experimental research study that identified the critical cybersecurity variables also referred to as cybersecurity vital signs. The identified vital signs will aid cybersecurity analysts with triage for potentially malicious insider threats. From a total of 45 analytic variables assessed by 42 cybersecurity SMEs, the top six variables were identified using a comprehensive data collection process. The results indicated that workplace satisfaction is one of the top critical cyber visualization variables that should be measured and visualized to aid cybersecurity analysts in the detection of potentially malicious cyber insider threat activities. The process of the data collection to identify and rank critical cyber visualization variables are described.
{"title":"How workplace satisfaction affects insider threat detection as a vital variable for the mitigation of malicious cyber insiders","authors":"Karla Clarke, Y. Levy, L. Dringus, S. Brown","doi":"10.36965/OJAKM.2019.7(1)40-52","DOIUrl":"https://doi.org/10.36965/OJAKM.2019.7(1)40-52","url":null,"abstract":"Insider threat mitigation is a growing challenge within organizations. The development of a novel alert visualization dashboard for the identification of potentially malicious cyber insider threats was identified as necessary to alleviate this challenge. This research developed a cyber insider threat dashboard visualization prototype for detecting potentially malicious cyber insider activities QUICK.v™. This study utilized Subject Matter Experts (SMEs) by applying the Delphi Method to identify the most critical cyber visualization variables and ranking. This paper contains the detailed results of a survey based experimental research study that identified the critical cybersecurity variables also referred to as cybersecurity vital signs. The identified vital signs will aid cybersecurity analysts with triage for potentially malicious insider threats. From a total of 45 analytic variables assessed by 42 cybersecurity SMEs, the top six variables were identified using a comprehensive data collection process. The results indicated that workplace satisfaction is one of the top critical cyber visualization variables that should be measured and visualized to aid cybersecurity analysts in the detection of potentially malicious cyber insider threat activities. The process of the data collection to identify and rank critical cyber visualization variables are described.","PeriodicalId":325473,"journal":{"name":"Online Journal of Applied Knowledge Management","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-05-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126035896","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-05-21DOI: 10.36965/OJAKM.2019.7(1)27-39
Gunnar Auth, O. Jokisch, Christian Dürk
In this decade, remarkable progress has been made in the field of artificial intelligence (AI). Inspired by well-known services of cognitive assistance systems such as IBM Watson, Apple's Siri or Google Duplex, AI concepts and algorithms are widely discussed regarding their automation potentials in business, politics and society. At first glance, project management (PM) seems to be less suitable for automation due to the inherent uniqueness of projects by definition. However, AI is also creating new application possibilities in the PM area, which will be explored in this contribution by involving an extensive literature review as well as real-world examples. The objective of this article is to provide a current overview of AI approaches and available tools that can be used for automating tasks in business project management.
{"title":"Revisiting automated project management in the digital age – a survey of AI approaches","authors":"Gunnar Auth, O. Jokisch, Christian Dürk","doi":"10.36965/OJAKM.2019.7(1)27-39","DOIUrl":"https://doi.org/10.36965/OJAKM.2019.7(1)27-39","url":null,"abstract":"In this decade, remarkable progress has been made in the field of artificial intelligence (AI). Inspired by well-known services of cognitive assistance systems such as IBM Watson, Apple's Siri or Google Duplex, AI concepts and algorithms are widely discussed regarding their automation potentials in business, politics and society. At first glance, project management (PM) seems to be less suitable for automation due to the inherent uniqueness of projects by definition. However, AI is also creating new application possibilities in the PM area, which will be explored in this contribution by involving an extensive literature review as well as real-world examples. The objective of this article is to provide a current overview of AI approaches and available tools that can be used for automating tasks in business project management.","PeriodicalId":325473,"journal":{"name":"Online Journal of Applied Knowledge Management","volume":"47 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-05-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125266452","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-05-07DOI: 10.36965/OJAKM.2019.7(1)14-26
Ruti Gafni, Tal Pavel
Small and Medium Businesses (SMB) use Internet and computer-based tools in their daily processes, sometimes without being aware to the cyber threats, or without knowing how to be prepared in case of a cyber-attack, although they are a major target for cyber-attacks. Specific information about cybersecurity needed by SMBs, in order to cope with cyber threats, is not always available or easily accessible. In this study, a vast search of different types of information about SMBs’ cybersecurity was performed, in order to find whether a hole of accessible information exists in this area. This exploratory research covered general mass communication media channels, technological and professional cybersecurity websites, and academic journals, and found that indeed very few studies, articles and news items were published in this matter. Leveraging knowledge and awareness, diminishing the shame for reporting cyber-attacks, and increasing mass communication media interest and public attention, may be activities to cover this “invisible hole”.
{"title":"The invisible hole of information on SMB's cybersecurity","authors":"Ruti Gafni, Tal Pavel","doi":"10.36965/OJAKM.2019.7(1)14-26","DOIUrl":"https://doi.org/10.36965/OJAKM.2019.7(1)14-26","url":null,"abstract":"Small and Medium Businesses (SMB) use Internet and computer-based tools in their daily processes, sometimes without being aware to the cyber threats, or without knowing how to be prepared in case of a cyber-attack, although they are a major target for cyber-attacks. Specific information about cybersecurity needed by SMBs, in order to cope with cyber threats, is not always available or easily accessible. In this study, a vast search of different types of information about SMBs’ cybersecurity was performed, in order to find whether a hole of accessible information exists in this area. This exploratory research covered general mass communication media channels, technological and professional cybersecurity websites, and academic journals, and found that indeed very few studies, articles and news items were published in this matter. Leveraging knowledge and awareness, diminishing the shame for reporting cyber-attacks, and increasing mass communication media interest and public attention, may be activities to cover this “invisible hole”.","PeriodicalId":325473,"journal":{"name":"Online Journal of Applied Knowledge Management","volume":"14 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-05-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131051137","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-04-02DOI: 10.36965/OJAKM.2019.7(1)1-13
Johnathan Yerby, A. Koohang, J. Paliszkiewicz
The purpose of this study was to investigate the link between users’ risk beliefs and social media privacy concerns (concerns users express regarding social media sites’ practices as to how they collect and use personal information). A Likert-type instrument with seven constructs, six of which described the social media privacy concerns and the seventh construct defined users’ risk beliefs, was used to collect data from students who were studying at a university in the southeastern United States. All students (N = 138) used Facebook as their major social networking site. Collected data were analyzed via multiple regression analysis. The results indicated that subjects’ risk beliefs are influenced by three social media privacy concerns (i.e., collection, error, and awareness). The Findings and their implications are discussed. Recommendations for future research are made.
{"title":"Social media privacy concerns and risk beliefs","authors":"Johnathan Yerby, A. Koohang, J. Paliszkiewicz","doi":"10.36965/OJAKM.2019.7(1)1-13","DOIUrl":"https://doi.org/10.36965/OJAKM.2019.7(1)1-13","url":null,"abstract":"The purpose of this study was to investigate the link between users’ risk beliefs and social media privacy concerns (concerns users express regarding social media sites’ practices as to how they collect and use personal information). A Likert-type instrument with seven constructs, six of which described the social media privacy concerns and the seventh construct defined users’ risk beliefs, was used to collect data from students who were studying at a university in the southeastern United States. All students (N = 138) used Facebook as their major social networking site. Collected data were analyzed via multiple regression analysis. The results indicated that subjects’ risk beliefs are influenced by three social media privacy concerns (i.e., collection, error, and awareness). The Findings and their implications are discussed. Recommendations for future research are made.","PeriodicalId":325473,"journal":{"name":"Online Journal of Applied Knowledge Management","volume":"89 3 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-04-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124319521","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2018-11-19DOI: 10.36965/OJAKM.2018.6(2)92-112
N. Pena, P. Simões, Lília Mascarenhas, F. Alvim
E-learning’s quality has become an issue of increasing importance in both researchers’ and practitioners’ communities. Involvement, Preparation, Transmission, Exemplification, Application, Connection, Evaluation and Simulation (IPTEACES) is an e-learning framework, primarily developed through a pedagogical benchmarking. It addresses an assorted social-demography and geographically dispersed variety of attendees. Fundacão Dom Cabral (FDC) is a prestigious Brazilian business school with international standards and procedures. This study reports the application of the IPTEACES e-learning framework in higher education in Fundação Dom Cabral’s Master of Business Administration (MBA) program. An experiment has been put into place to measure ‘quality’ through the assessment of the effectiveness of the e-learning program using IPTEACES e-learning framework, and more specifically, (i) to evaluate how the IPTEACES e-learning framework can promote students’ learning; (ii) to assess its effectiveness and determine specific quality improvement measures’; and (iii) to evaluate how the IPTEACES e-learning framework enhances organizational learning approach for enhanced knowledge sharing. Qualitative and quantitative techniques were utilized to collect the data to address the research questions proposed in this study. Results showed that the application of the IPTEACES e-Learning framework to this new course has reached high effectiveness.
在线学习的质量已经成为研究者和实践者越来越重视的问题。参与、准备、传递、举例、应用、连接、评估和模拟(IPTEACES)是一个电子学习框架，主要通过教学基准测试开发。它解决了各种各样的社会人口和地理上分散的各种与会者。fundac o Dom Cabral (FDC)是一所享有声望的巴西商学院，拥有国际标准和程序。本研究报告了IPTEACES电子学习框架在高等教育中应用于Dom Cabral基金会的工商管理硕士(MBA)项目。一项实验已经到位，通过使用IPTEACES电子学习框架评估电子学习计划的有效性来衡量“质量”，更具体地说，(i)评估IPTEACES电子学习框架如何促进学生的学习;(ii)评估其有效性并确定具体的质量改进措施;(iii)评估IPTEACES电子学习框架如何增强组织学习方法以增强知识共享。采用定性和定量技术收集数据，以解决本研究提出的研究问题。结果表明，IPTEACES网络学习框架在新课程中的应用取得了良好的效果。
{"title":"Assessing the effectiveness of IPTEACES e-learning framework in higher education: Fundação Dom Cabral - a Brazilian perspective","authors":"N. Pena, P. Simões, Lília Mascarenhas, F. Alvim","doi":"10.36965/OJAKM.2018.6(2)92-112","DOIUrl":"https://doi.org/10.36965/OJAKM.2018.6(2)92-112","url":null,"abstract":"E-learning’s quality has become an issue of increasing importance in both researchers’ and practitioners’ communities. Involvement, Preparation, Transmission, Exemplification, Application, Connection, Evaluation and Simulation (IPTEACES) is an e-learning framework, primarily developed through a pedagogical benchmarking. It addresses an assorted social-demography and geographically dispersed variety of attendees. Fundacão Dom Cabral (FDC) is a prestigious Brazilian business school with international standards and procedures. This study reports the application of the IPTEACES e-learning framework in higher education in Fundação Dom Cabral’s Master of Business Administration (MBA) program. An experiment has been put into place to measure ‘quality’ through the assessment of the effectiveness of the e-learning program using IPTEACES e-learning framework, and more specifically, (i) to evaluate how the IPTEACES e-learning framework can promote students’ learning; (ii) to assess its effectiveness and determine specific quality improvement measures’; and (iii) to evaluate how the IPTEACES e-learning framework enhances organizational learning approach for enhanced knowledge sharing. Qualitative and quantitative techniques were utilized to collect the data to address the research questions proposed in this study. Results showed that the application of the IPTEACES e-Learning framework to this new course has reached high effectiveness.","PeriodicalId":325473,"journal":{"name":"Online Journal of Applied Knowledge Management","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2018-11-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126442431","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2018-10-22DOI: 10.36965/OJAKM.2018.6(1)211-225
C. Sołek-Borowska
Despite the significant contribution that information communication technology (ICT) has made to business, prior studies indicated that there is a large number of unsuccessful ICT implementations in small and medium sized enterprises (SMEs). Moreover, literature also indicated that SMEs’ utilization of ICT tools is reported to be low worldwide, while that is also the case with Polish SMEs. This paper was aim to identify the ICT tools used by Polish SMEs, the areas in which they are used, and the benefits companies perceive from such use. Findings of this research study with 153 Polish SMEs suggest that the most popular ICT tool is email, used by 88% of surveyed entities. Emails contain knowledge and information that is not codified in any knowledge repository. The main area of enterprise where employees use new technologies is marketing, as confirmed by 44% of the surveyed entities. About 59% of the companies surveyed recognize that the use of new technologies brings benefits, which translate into an increase in the company's profits. To stimulate the development of SMEs Polish companies, this study found that it is important to support the development of modern ICT tools for economic growth.
{"title":"The use and benefits of information communication technology by Polish small and medium sized enterprises","authors":"C. Sołek-Borowska","doi":"10.36965/OJAKM.2018.6(1)211-225","DOIUrl":"https://doi.org/10.36965/OJAKM.2018.6(1)211-225","url":null,"abstract":"Despite the significant contribution that information communication technology (ICT) has made to business, prior studies indicated that there is a large number of unsuccessful ICT implementations in small and medium sized enterprises (SMEs). Moreover, literature also indicated that SMEs’ utilization of ICT tools is reported to be low worldwide, while that is also the case with Polish SMEs. This paper was aim to identify the ICT tools used by Polish SMEs, the areas in which they are used, and the benefits companies perceive from such use. Findings of this research study with 153 Polish SMEs suggest that the most popular ICT tool is email, used by 88% of surveyed entities. Emails contain knowledge and information that is not codified in any knowledge repository. The main area of enterprise where employees use new technologies is marketing, as confirmed by 44% of the surveyed entities. About 59% of the companies surveyed recognize that the use of new technologies brings benefits, which translate into an increase in the company's profits. To stimulate the development of SMEs Polish companies, this study found that it is important to support the development of modern ICT tools for economic growth.","PeriodicalId":325473,"journal":{"name":"Online Journal of Applied Knowledge Management","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2018-10-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128694523","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2018-09-08DOI: 10.36965/OJAKM.2018.6(2)72-91
E. Ziemba, Monika Eisenbardt, Roisin Mullins, Dariusz Grabara
The purpose of this paper is to advance research on prosumers knowledge sharing with enterprises and public organizations by examining as well as improve the understanding of what knowledge about products, prosumers share and would like to share in order to improve products. This paper provides and verifies a new theoretical framework depicting prosumers knowledge about products, which they can share with business and public organizations. The reported outcomes are the result of a questionnaire survey that yielded responses from 783 Poland and 171 United Kingdom (UK) based prosumers. The research findings reveal that prosumers mainly share their knowledge about products functionality, ease and intuitiveness of use, as well as a products reliability and durability, whereas they rarely share knowledge related to products design or the packaging of products. It is also found that there are significant differences between knowledge about products that prosumers share and would like to share. In addition, Poland prosumers share and would like to share various kinds of knowledge about products more frequently than UK based prosumers.
{"title":"Prosumers knowledge sharing to develop and manage products","authors":"E. Ziemba, Monika Eisenbardt, Roisin Mullins, Dariusz Grabara","doi":"10.36965/OJAKM.2018.6(2)72-91","DOIUrl":"https://doi.org/10.36965/OJAKM.2018.6(2)72-91","url":null,"abstract":"The purpose of this paper is to advance research on prosumers knowledge sharing with enterprises and public organizations by examining as well as improve the understanding of what knowledge about products, prosumers share and would like to share in order to improve products. This paper provides and verifies a new theoretical framework depicting prosumers knowledge about products, which they can share with business and public organizations. The reported outcomes are the result of a questionnaire survey that yielded responses from 783 Poland and 171 United Kingdom (UK) based prosumers. The research findings reveal that prosumers mainly share their knowledge about products functionality, ease and intuitiveness of use, as well as a products reliability and durability, whereas they rarely share knowledge related to products design or the packaging of products. It is also found that there are significant differences between knowledge about products that prosumers share and would like to share. In addition, Poland prosumers share and would like to share various kinds of knowledge about products more frequently than UK based prosumers.","PeriodicalId":325473,"journal":{"name":"Online Journal of Applied Knowledge Management","volume":"80 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2018-09-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126871270","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2018-09-03DOI: 10.36965/OJAKM.2018.6(1)187-210
Nayel Al Hawamdeh, R. Hackney
Service encounters present excellent opportunities for obtaining and exchanging so called tacit and explicit knowledge between customers and organisations. Recently, the role of frontline employees as knowledge brokers between organisations and their customers has received attention from scholars and practitioners. Despite the significant role played by frontline employees in obtaining knowledge from customers and sharing it during service encounters, there is a lack of research that provides a comprehensive framework intended to explain their role during such engagements. Following an extensive literature review we developed a research model that identifies (1) the role of frontline employees as knowledge brokers for customers and organisations and (2) the factors that influence their roles as knowledge brokers during service encounters. In total, 30 semi-structured interviews with different informants (i.e. managers & employees) from three top commercial banks in Jordan (X, Y, & Z) were administered through three case studies. We adopted a qualitative ‘interpretative’ methodological approach to the analysis of the empirical data. Our findings from an evidence-based analysis suggest that the knowledge brokering engaged in by frontline employees during service encounters is affected by four sets of factors (organisational–level, individual-level, technology-level, & knowledge–level).
{"title":"An investigation of knowledge brokering during service encounters","authors":"Nayel Al Hawamdeh, R. Hackney","doi":"10.36965/OJAKM.2018.6(1)187-210","DOIUrl":"https://doi.org/10.36965/OJAKM.2018.6(1)187-210","url":null,"abstract":"Service encounters present excellent opportunities for obtaining and exchanging so called tacit and explicit knowledge between customers and organisations. Recently, the role of frontline employees as knowledge brokers between organisations and their customers has received attention from scholars and practitioners. Despite the significant role played by frontline employees in obtaining knowledge from customers and sharing it during service encounters, there is a lack of research that provides a comprehensive framework intended to explain their role during such engagements. Following an extensive literature review we developed a research model that identifies (1) the role of frontline employees as knowledge brokers for customers and organisations and (2) the factors that influence their roles as knowledge brokers during service encounters. In total, 30 semi-structured interviews with different informants (i.e. managers & employees) from three top commercial banks in Jordan (X, Y, & Z) were administered through three case studies. We adopted a qualitative ‘interpretative’ methodological approach to the analysis of the empirical data. Our findings from an evidence-based analysis suggest that the knowledge brokering engaged in by frontline employees during service encounters is affected by four sets of factors (organisational–level, individual-level, technology-level, & knowledge–level).","PeriodicalId":325473,"journal":{"name":"Online Journal of Applied Knowledge Management","volume":"7 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2018-09-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131440733","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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