Knowledge Reuse in an Application Service Provider

Abstract

This qualitative study of support personnel in an Enterprise Systems Application Service Provider assesses and confirms Markus’ Theory of Knowledge Reuse. Following disappointing knowledge capture outcomes during implementation and the consequential inability to reuse that knowledge effectively, enterprise systems applications support managers are recognizing the importance of lifecycle knowledge management as they face the first major upgrade of their clients’ enterprise systems. This study also explores the dominant knowledge reuse types of support personnel. We extend Markus’ typology to include Primary Data Miner to explain management’s dominant knowledge reuse situations.