The Implementation of Knowledge Management in Service Businesses

The Implementation of Knowledge Management in Service Businesses

Pei-Di Shen (Ming Chuan University, Taiwan), Tsang-Hsiung Lee (National Chengchi University, Taiwan), Chia-Wen Tsai (Yuanpei University, Taiwan) and Yi-Fen Chen (Yuan Christian University, Taiwan)
DOI: 10.4018/jskd.2009070103
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Knowledge management is increasingly being mentioned in practice and research as a mechanism for gaining competitive advantage. Not only the high-tech industry needs to put knowledge management to use, but also the service industry. This article presents a conceptual framework to provide insights for managers to implement knowledge management in service businesses. Especially, we provide a four-stage approach in this study that was adopted from the processes of knowledge management proposed by Alavi and Leidner (2001) and we suggest two to four strategies for each process.

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