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Ren, Yi. "Knowledge Translation Across Boundaries: Converting Scholarly Knowledge to Research Highlights for Management Practitioners." Thesis, Boston College, 2019. http://hdl.handle.net/2345/bc-ir:108639.
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Thesis advisor: Jean M. BartunekThis dissertation examines the knowledge translation from one professional community to another that has distinct priorities, values, and commutation styles: management academia to practice. More specifically, I examined knowledge translation in the form of converting peer-reviewed management research papers into practitioner-oriented research highlights. Drawing from archival and interview data, I conducted three interrelated empirical studies to investigate this phenomenon. In the first study, using the framework of Gatekeeping Theory (Lewin, 1947; Shoemaker, 1991), I examine the process and norms of how knowledge translators select from the vast amount of management research and decide which ones deserve to be translated toward practitioners. In the second study, I build on Communication Accommodation Theory (Giles, Coupland, & Coupland, 1991) to examine the processes, underlying motivations, and translation strategies of how knowledge translators conduct the knowledge conversion, especially how they manage the often conflicting demands between source knowledge producers and recipients of translated knowledge. In the third study, drawing on insights from the cross-cultural psychology literature, I examine how knowledge translators’ strategies may differ systematically when they write in two different languages toward audiences in two different cultures. This dissertation contributes to the knowledge translation literature, the academic-practitioner knowledge transfer literature, and the communication literature with insights on the micro-processes and strategies underlying knowledge translation, the generative tensions in this multi-party process, and the perceptions of and relationships between the academic and practitioner communities
Thesis (PhD) — Boston College, 2019
Submitted to: Boston College. Carroll School of Management
Discipline: Management and Organization
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Na, Seunguk. "Knowledge management : an exploration of knowledge sharing within project-based organisations." Thesis, University of Manchester, 2015. https://www.research.manchester.ac.uk/portal/en/theses/knowledge-management-an-exploration-of-knowledge-sharing-within-projectbased-organisations(0d4ec79c-4bd9-4959-938a-4dc370925051).html.
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For several years, knowledge has been treated as a key successful resource in business and management. As knowledge management has been researched in various research domains, academics in project management have been also interested in the potential role of knowledge management. The aim of the research is to explore the usefulness and potentiality of knowledge management as well as to confirm the influencing elements of knowledge sharing within project-based organisations. This research implemented a qualitative research method which prompted an in-depth understanding of individual members’ perceptions towards knowledge sharing in project teams. In order to fulfil the methodological objective, the data were collected by using semi-structured interviews with 26 project managers from five project-based firms. The grounded theory method was adopted as the data analysis technique of this study. It allowed the researcher to explore and analyse the individuals’ perceptions of knowledge sharing and knowledge management. As a result, this study suggests four potential influencing factors of knowledge sharing, which are trust, relationship, motivation, and self-efficacy. The research data show that trust plays a role as a basic currency between members to share knowledge. Positive and affirmative relationships with other members will make it easy to share more knowledge and lead to better quality of knowledge. In this research, the informants also imply that members would be motivated to engage in knowledge sharing in respect to workload, culture, and remuneration. Lastly, one’s belief that one can achieve certain things -self-efficacy- is also important to create improved knowledge sharing between members in project teams. The research found that the majority of the companies managed their knowledge and carried out knowledge sharing activities. However, most of them did not recognise that their behaviours were relevant to knowledge management. In this research, the author suggests that confirming precedent knowledge management and knowledge sharing activities should occur prior to adopting new approaches. Furthermore, this research explores the potential influencing factors that play a role as either enablers or barriers. Thus, project managers and management should be cautious and ensure that influencing factors are equally balanced. Due to the nature of qualitative research methods, the sample size is relatively small compared to quantitative methods such as a survey and a questionnaire. As a result, future studies will consider more data in order to enhance further applicability and utilisation of the research.
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Wessels, Heinrich H. "Knowledge based customer relationship management review and scoring model." Thesis, Stellenbosch : Stellenbosch University, 2002. http://hdl.handle.net/10019.1/52908.
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Thesis (MBA)--Stellenbosch University, 2002.ENGLISH ABSTRACT: Knowledge Based Customer Relationship Management (KB-CRM) is derived from Customer Relationship Management (CRM) and Knowledge Management (KM) that are two crucial components of today's enterprise business models. This report explores the fact that the management of the knowledge in the enterprise and customer relationship management is directly related to the success of the enterprise and attempts to understand the meaning of KB-CRM, what the domains are, and how to diagnose KB-CRM. Based on the research the following definition for KBCRM is derived in the report: To knowledge-enable the enterprise to provide personalised and integrated sales, service and marketing processes to acquire new customers, retain the right existing customers and to grow the relationships with existing customers at every touch point, anytime and anywhere to add value to both the customer and the organisation. The report contains a literature survey of CRM and KM, a discussion of each of the KB-CRM domains (customer, strategy, process, people and technology) and a proposed KB-CRM diagnostic tool, derived from further research, that is applied in a proof on concept environment in the report.
AFRIKAANSE OPSOMMING: Kennis Gebaseerde Klante Verhoudings Bestuur (KG-KVB) is afgelei van Klante Verhoudings Bestuur (KVB) en Kennis Bestuur (KB) wat twee belangrike komponente van vandag se besigheids model uitmaak. In die studie verslag word die feit dat die bestuur van kennis en klante verhoudings in die onderneming direk verwant is aan die sukses van die onderneming behandel en word 'n poging aangewend om die betekenis van KG-KVB te verstaan, wat die domeine daarvan is en hoe KG-KVB gediagnoseer kan word in die onderneming. Gebaseer op 'n literatuur studie word die volgende definisie van KG-KVB in die verslag afgelei: Om die onderneming kennis-bevoegd te maak om persoonlike en geintegreerde verkoops, diens en bemarkings prosesse te verskaf om nuwe klante te kan verwerf, die regte bestaande klante te kan behou en om die verhouding met bestaande en moontlike klante by elke aanrakings punt te groei op enige tyd of enige plek om waarde toe te voeg vir die klant en vir die onderneming. Die studie verslag bestaan uit 'n literatuur studie van KVB en KB, 'n bespreking van die domeine van KG-KVB (die klant, strategie, prosesse, mense en tegnologie) en 'n voorgestelde KG-KVB dianoserings instrument wat afgelei is uit verdere navorsing en toegepas is in 'n "bewys-van-konsep" in die verslag.
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Memon, Salman Bashir. "Relationship between organisational culture and knowledge creation process in knowledge-intensive banks." Thesis, Queen Margaret University, 2015. https://eresearch.qmu.ac.uk/handle/20.500.12289/7313.
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Deployment of knowledge as a factor of production appeared to be a ‘centre of gravity’ for management science researchers from which the organisational strategy and policy of knowledge ‘exploration’ and ‘exploitation’ is likely to be devised in the new knowledge economy. Nonaka and Takeuchi’s knowledge creation process model provides a distinctive framework in management and organisation studies that broadly covers the knowledge sharing and creation process. The process of organisational knowledge creation in Japanese and Western organisations is thoroughly investigated. In spite of the ‘universal applicability’ of the SECI model as acclaimed by Nonaka, no such research has been carried out in any of the developing countries like Pakistan. Also, in spite of the recognition of the influence of culture on effective knowledge management implementation, knowledge management practices, and knowledge sharing, management and transfer the relationship between organisational culture and specific knowledge management processes were not investigated. This thesis contributes to the body of knowledge management literature on the relationship between organisational culture and knowledge creation process based on socialisation, externalisation, combination, and internalisation. A sample was drawn from 50 branches of three knowledge-intensive commercial banks in Karachi. Before examining the hypothesised relationship between organisational culture and knowledge creation processes based on ‘internally focused’ and ‘externally focused’ organisational culture factors, the separate confirmatory factor analysis provided the evidence of the latency of both knowledge creation and organisational culture constructs developed by a researcher using IBM AMOS v19. Results indicate that, in terms of ‘internally focused’ culture, the result have improved our perspective of the knowledge creation process in the context of an organisation that has the ability to keep focusing on the internal integration of systems, structures, and processes through employee and customer satisfaction. Moreover, in terms of ‘externally focused’ culture, the result have improved our perspective of the knowledge creation process in the context of organisations that keep focusing on adapting and changing in response to the prevailing environmental threats and opportunities.
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Quass, Eugene. "Leveraging customer relationship management through a knowledge creation process." Thesis, Stellenbosch : Stellenbosch University, 2000. http://hdl.handle.net/10019.1/51816.
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Thesis (MComm)--Stellenbosch University, 2000.ENGLISH ABSTRACT: It is generally accepted that profitable relationships with customers are increasingly important in determining the long-term success of the modem enterprise. Customer relationship management (CRM) is widely considered as an appropriate methodology for building strong and mutually beneficial relationships with customers and, therefore, the study established the definition and scope of CRM. Customer knowledge could be considered a cornerstone of any CRM strategy and the ability of the enterprise to create and leverage customer knowledge is viewed as a source of competitive advantage. The study aimed at establishing clarity on the methodologies and approaches to the organizational knowledge creation process. Finally, the integration of knowledge creation and leverage processes into the CRM strategy was considered. Scrutiny of the available literature revealed a comprehensive description of the concept of CRM. The various models of CRM presented in the study clearly illustrated the different focus areas and components of CRM. The most prominent characteristics of a CRM strategy were found to be an emphasis on strategy, the networking of key stakeholders, customer intimacy and the use of appropriate technology. The approaches to the creation of organizational knowledge were analysed and it was found that the conversion between tacit and explicit knowledge is key to the creation of organizational knowledge. The generally accepted principles for the leverage of knowledge were adapted for possible incorporation into a CRM strategy. The salient conclusion of this study was that a knowledge creation process could be used to build the enterprise's stock of customer knowledge. It was found that the principles of knowledge leverage could be applied to the customer knowledge base in order to build lasting and profitable customer relationships. Recommendations were offered for the improved leverage of a CRM strategy through the integration of knowledge creation, knowledge leverage and CRM methodologies and principles. Finally, suggestions were made for further academic research on the anatomy and implementation of CRM.
AFRIKAANSE OPSOMMING: Dit word algemeen aanvaar dat kliente verhoudingsbestuur 'n toenemende rol sal speel in die lang termyn sukses van die moderne onderneming. Kliente verhoudingsbestuur word wyd erken as 'n gepasde metodologie om sterk en wedersyds voordelige verhoudinge met kliente te bewerkstellig. Die studie het ten doel gehad om die definisie en omvang van kliente verhoudingsbestuur te bepaal. Kliente kennis is 'n hoeksteen van enige kliente verhoudingsbestuur strategie en die onderneming se vermoeë om kliente kennis te skep en te benut word gesien as 'n bron van kompeterende voordeel. Die studie het gepoog om duidelikheid te verkry oor die metodologieë en benaderings wat gevolg kan word in die ondernemingskennis skeppingsproses. Ten slotte is die oorvleueling tussen die kennis skeppingsproses en die kliente verhoudingsbestuur strategie ondersoek. Gebasseer op die studie van die relevante literatuur is 'n omvattende definisie van kliente verhoudingsbetuur blootgelê. Die onderskeie modelle van kliente verhoudingsbestuur wat ondersoek is in die studie, het die fokus en verskeie komponente van kliente verhoudingsbestuur uitgelig. Die mees prominente karakter eienskappe van die kliente verhoudingsbestuur strategie is aangedui as die fokus op ondernemings strategie, netwerke van belangegroepe, kliente intimiteit en die gebruik van toepaslike inligtingstegnologie. 'n Analise van die benaderings tot kenniskepping in die onderneming het uitgelig dat die oorgang van ontasbare kennis na tasbare kennis die kern uitmaak van ondernemingskennis skepping. Die algemeen aanvaarde beginsels tot die benutting van kennis is daarna aangepas vir die moontlike gebruik in die kliente verhoudingsbestuur strategie. Die belangrikste gevolgtrekking van hierdie studie was dat 'n kennis skeppingsproses gebruik kan word om die onderneming se kliente kennis uit te brei. Daar is ook gevind dat die beginsels van kennis benutting toegepas kan word op bestaande kliente kennis ten einde langtermyn winsgewende verhoudings met kliente te bewerkstellig. Aanbevelings is gemaak vir die verbeterde benutting van die kliente verhoudingsbestuur strategie deur middel van die integrasie van kennis skepping, kennis benutting en kliente verhoudingsbestuur metodologieë en -beginsels. Ten slotte is voorstelle gemaak vir verdere akademiese studies aangaande die struktuur en implementering van kliente vehoudingsbestuur.
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Taljaard, Louise. "Mapping the relationship between knowledge management and information architecture." Master's thesis, University of Cape Town, 2007. http://hdl.handle.net/11427/8072.
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Includes bibliographical references (leaves 106-115).This dissertation defines knowledge in terms or traditional epistemological ideals and as a strategic resource. Knowledge management is defined in terms or the ability or organizations to manage knowledge as a strategic resource in order to gain all advantage from it. In the knowledge management framework, knowledge is presented as a continuum consisting of tacit, implicit and explicit knowledge. Tacit and implicit knowledge is managed through the acknowledgement of the social nature of knowledge. One method to achieve this is communities of practice. On the other end of the spectrum, explicit knowledge is very close in nature and character to information. Due to the expansion of available information resources the design and structure of information (explicit knowledge) for effective retrieval has become very important. Information architecture is a field that specializes in the design and structure of information for effective retrieval. Traditional information architecture tools such as metadata and subject classification address some of the issues, but experience difficulty in heterogeneous environments such as the Internet. Topic maps are considered as a possible solution to the concerns of metadata classification and subject based classification. Due to the extent and nature of the information recorded in a topic map, it becomes an information resource in itself. Topic maps also act as an enabling technology for knowledge management as it maps the complex relationships between concepts and include a range of information resources. The conclusion of this dissertation is the representation of a conceptual model based on the themes developed in this dissertation. The main advantage of the conceptual model is the clear and direct link between knowledge management and information architecture.
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Ledbetter, Caren M. "The relationship of knowledge management and ethics management to perceived wise leadership an empirical investigation /." Full text available, 2005. http://images.lib.monash.edu.au/ts/theses/ledbetter.pdf.
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Dielewicz, Jan. "Sample Solutions as First Step to Knowledge Management." Thesis, Blekinge Tekniska Högskola, Avdelningen för programvarusystem, 2007. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-5721.
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Knowledge Management and Customer Care are regarded to be able to strengthen the competitive capability of a company. Knowledge Management is supposed to increase the innovative power for problem solving whereas Customer Relationship Management is supposed to increase the customer satisfaction and thereby the customer loyalty. This case study followed a mixed approach to combine aspects from the Knowledge Management and the Customer Relationship Management. Matter of this study was a small-size organization that had a demand for a ticket system for the 2nd and 3rd level support as part of their customer service. Because of an increasing volume of incoming requests, it was necessary to change the system from e-mail clients to a ticket system. Additionally, the company wanted to assure that all agents are able to process all types of requests in order to keep up good service quality even if the experts are not available. For this reason, the concept of this study was not only to introduce a ticket system, but also to implement a Knowledge Base storing the knowledge how to solve the requests in shape of sample solutions. The aim of the study was to find out whether such an approach would be possible, what the success influencing factors would be and what effect such an approach would have on the overall Knowledge Management practices. For this purpose the study made use of qualitative research methods, like interviews and observations, throughout the whole project’s duration. As a result, the project was not able to deliver the desired insights completely. The introduction of the pure ticket system was very successful as the employees reported an improvement of their working processes. The Knowledge Base however was not used during the observation period at all. As a standard risk for projects, late hardware delivery, turned into a problem and used up the planed buffers, the remaining time for observation, whether the Knowledge Base would be used or not, was too short. Therefore, it is necessary to do a follow-up study and assess whether the effect only is late or there is no effect. It might even be necessary to prove the approach in another environment, as the studied company very much relies on the personalization approach for Knowledge Management. Because of the well developed communication culture at the studied company, the employees prefer direct communication for knowledge sharing and knowledge transfer. That inhibits knowledge codification as a Knowledge Management approach. This itself, of course is a valuable insight.
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Gunasegaran, A. "Employee relationship planning (ERPII)." Thesis, Coventry University, 2009. http://curve.coventry.ac.uk/open/items/b2f96d06-6463-b900-a09b-693f3e988b09/1.
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By triangulation of three longitudinal case studies with change leader practitioner survey, this research identified the following seven generative Employee Relationship Planning (ERPII) management strategies: 1. People Strategy 2. Capital Strategy 3. Information Strategy 4. Experience Strategy 5. Opportunity Strategy 6. Crisis Strategy 7. Result/Reward Strategy ERPII management strategies may facilitate development of organisational cultures where management enables employees to become aware of relevant capital, information, experience, opportunity and crisis situations to attain the result/reward of their collaboration and participation in business process reengineering activities for continuous improvements. These ERPI management strategies may facilitate practical application of current approaches in positive leadership, Emotional Intelligence, Spiritual Intelligence, Appreciative Inquiry and Kaizen.
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Simon, Lisa. "The Relationship between Knowledge Management Tools and Interprofessional Healthcare Team Decision Making." ScholarWorks, 2016. https://scholarworks.waldenu.edu/dissertations/1939.
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Rising costs and continued risks in patient care indicate that knowledge management (KM) tools have not been fully recognized in healthcare. A case study was conducted to determine how KM tools might support the decision-making process of interprofessional teams. The study was predominately qualitative with a quantitative supplemental component. A questionnaire was used to collect data; this questionnaire contained open-ended questions along with Baggs' Collaboration and Satisfaction about Care Decisions and Anderson & West's Team Climate Inventory instruments. Responses to open-ended questions were reviewed, categorized, and coded as part of the qualitative analysis. Descriptive statistics were completed from Likert scale responses. Participants were selected from existing interprofessional transitional care teams in clinics at a VA hospital; a total of 29 participants volunteered. The framework of decision making and KM was the basis for the study. The research concentrated on interprofessional teams' environment characteristics of trust, collaboration, and sharing. The intended goal of the study was to understand how satisfaction in the delivery of collaborative care decisions and the team climate might influence the success of using or implementing KM tools. Key findings included the importance of communication to support teams' knowledge sharing and collaboration; findings also revealed how the satisfaction in the patient care decision-making process may influence a team's climate for innovation, collaboration, and sharing. These insights may inform the development and implementation of healthcare KM tools. Through the use of KM tools to support clinical decision making, opportunities become available to improve patient care and reduce costs, which lead to a positive social change in minimizing the disparity in the healthcare delivery system.
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Bonzanini, Marco. "Opinion-aware information management : statistical summarisation and knowledge representation of opinions." Thesis, Queen Mary, University of London, 2015. http://qmro.qmul.ac.uk/xmlui/handle/123456789/9084.
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Nowadays, an increasing amount of media platforms provide the users with opportunities for sharing their opinions about products, companies or people. In order to support users accessing opinion-based information, and to support engineers building systems that require opinion-aware reasoning, intelligent opinion-aware tools and techniques are needed. This thesis contributes methods and technology for opinion-aware information management from two different perspectives, namely document summarisation and knowledge representation. Document summarisation has been widely investigated as a mean to reduce information overload. This thesis focuses on statistical models for summarisation, with a particular attention to divergence-based models, within the context of opinions. Firstly, topic-based document summarisation is addressed, contributing a study on divergence-based document to summary similarity and the definition of a novel algorithm for summarisation based on sentence removal. Secondly, summarisation models are tailored to opinion-oriented content and shown to be useful also when exploited for different tasks such as sentiment classification. Thirdly, summarisation models are applied to knowledge-oriented data, in order to tackle tasks such as entity summarisation. The comprehensive task addressed is the knowledge-based opinion-aware summarisation of content (free text, facts). This thesis also contributes a broad discussion on knowledge representation of opinions. A thorough study on how to model opinions using traditional techniques, such as Entity-Relationship (ER) modelling, underlines that a high-level, opinion-aware layer of conceptual modelling is useful since it hides away implementation details. A conceptual and logical knowledge representation methodology for modelling opinions is hence proposed, with the purpose of guiding engineers towards the use of best practices during the development of sentiment analysis applications. Specifically, an extension of the traditional ER modelling and the definition of an automatic mapping procedure, to translate opinion-aware components of the conceptual model into a relational model, help achieving a clear separation between conceptual and logical modelling. The mapping procedure yields an automatic and replicable methodology to design applications which require opinion-aware reasoning.
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Oliveira, João Pedro de Frias Rodrigues de. "O contributo das Comunidades de Prática para o Customer Knowledge Management: um estudo de caso." Master's thesis, Instituto Superior de Economia e Gestão, 2010. http://hdl.handle.net/10400.5/2761.
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Mestrado em Ciências EmpresariaisAs empresas procuram estar na vanguarda da tecnologia e do conhecimento. Como tal, adoptam sistemas de Customer Relationship Management (CRM) e de Gestão de Conhecimento (GC) para fazerem face aos desafios que lhes são apresentados. Como o mercado é muito competitivo e dinâmico, os sistemas de CRM e de GC actuam de forma interligada, dando origem ao Customer Knowledge Management (CKM). Devido à implementação de novos sistemas e consequentemente de novos mecanismos, as empresas optam por adoptar Comunidades de Prática (CoP) com os objectivos de melhorar os processos de partilha de conhecimento, de formação dos colaboradores, de identificação de novos talentos e de criação inovações. Neste contexto, emerge a questão de investigação: "Qual o contributo das CoPs para o CKM?". Com base em entrevistas e estudo de documentos secundários da empresa CapGemini, procurou-se responder à questão de investigação seguindo a metodologia de estudo de caso único. Este estudo procura contribuir para uma reflexão sobre a utilidade das CoPs no que diz respeito ao tratamento do conhecimento do cliente, por parte das empresas. Esta investigação engloba a análise ao modo como as CoPs podem influenciar os processos internos bem como os processos externos das empresas, dado que o cliente é o co-produtor dos bens/serviços, devido à sua pró-actividade.
The companies seek to be in the forefront of technology and knowledge. Therefore, they choose systems such as Customer Relationship Management (CRM) and of Knowledge Management (Gestão de Conhecimento (GC) to face the challenges they are confronted with. As the market is highly competitive and dynamic, the CRM and GC systems function in a connected way, originating in the Customer Knowledge Management (CKM). Due to the implementation of new systems and, as a consequence, of new mechanisms, companies choose to adopt Practice Communities (Comunidades de Prática (CoP) aiming to improve the processes of knowledge sharing, the training of employees, the identifying of emerging talents and the creation of innovation. In this context, an investigation question emerges: "What is the contribution of CoP's to CKM?" Based on interviews and the study of secondary documents of the company CapGemini, the methodology of unique case study was followed in order to find an answer to this investigation question. This study seeks to contribute to the thought process in regards to the usefulness of CoP's, as far as the client knowledge is concerned, and from the companies' point of view. This investigation comprises an analysis to the way CoP's may influence the companies' internal processes as well as the external, given that the client is a co-producer of goods and services due to the clients' proven pro-activity.
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Miller, Richard John. "New Product Development and Innovation Through Joint Knowledge Creation and Transfer in a Dyadic Supply Chain Relationship." Cleveland State University / OhioLINK, 2010. http://rave.ohiolink.edu/etdc/view?acc_num=csu1272563932.
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Wallace, Richard B. "The Relationship of Organizational Learning to Knowledge Management and its Impact on Innovation." THE GEORGE WASHINGTON UNIVERSITY, 2011. http://pqdtopen.proquest.com/#viewpdf?dispub=3440053.
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Crawford, Gaylon Rashun. "Relationship Between Modality and the Degree of Knowledge Retention in Bioterrorism Training." ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/747.
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A public health workforce must be trained to react quickly, especially in the case of terrorist attack. Political leaders and emergency management experts have often cited inadequate emergency training as a contributing factor in the public health system's failed preparations for a bioterrorist event. As a result of these failures, billions of dollars have been allocated towards correcting infrastructure deficiencies including training for public health nurses (PHNs), who are critical to a communitywide medical response. This quantitative study used Pearson's correlation and a multivariate regression analysis to evaluate the most effective modality of bioterrorism training (BTT) for PHNs working in rural communities in North Carolina. Using a conceptual framework created by Handler, Issel, and Turnock, this study compared 3 modalities of instruction (MOI) to seek the best predictor of success in retaining learned bioterrorism skills. The research question focused on whether MOI for BTT/all-hazards training courses significantly predicted the degree of retention of emergency knowledge/skills for PHNs working in public health agencies in North Carolina. A multiple choice survey was used to test 103 PHNs' level of knowledge retention on a bioterrorism quiz. The results of this study were ultimately inconclusive in that no MOI was found to be a statistically significant predictor of retention. Factors such as age were found to be successful predictors of knowledge retention. The readiness issues identified in this study have a potential for positive social change if community decision makers use this information to prioritize future funding for public health professionals or enhance communitywide emergency preparedness education programs.
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Melstað, Stefán Már. "Knowledge creation in a contact center’s customer relationship management system. : Implications from organizational user perspectives." Thesis, Linnéuniversitetet, Institutionen för informatik (IK), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-97249.
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This study explores the implications for knowledge creation of customer knowledge in a contact center’s CRM system. A previously developed research model which depicts CRM systems’ support to knowledge creation of customer knowledge was utilized for evaluation and comparison of collected data. Data was collected through observations semi-structured interviews with 14 customer service agents who utilized a CRM system in a contact center at a medium-sized European airline.Analysis of the data suggests that the CRM system’s support for knowledge creation of customer knowledge is in line with previous research. Additionally, the results indicate that there are two processes, knowledge base usage and internal communication processes, which have the potential to increase the CRM system’s support. Based on the reviewed literature, this study suggests that organizational culture and IT infrastructure, are two tools which could be utilized to incorporate those two processes better into the organization’s CRM system.
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LEITE, ELIANE SANTOS. "KNOWLEDGE MANAGEMENT IN THE BRAZILIAN COMPANIES: RELATIONSHIP BETWEEN ENTERPRISE STRATEGY, COMPETENCY AND RESULT MANAGEMENT, AND IMPACTSON BUSINESS PERFORMANCE." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2004. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=5020@1.
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No ambiente competitivo das empresas, os chamados ativos
intangíveis se configuram como fonte de inovação e criação
de novos patamares de valor. Neste contexto, a Gestão do
Conhecimento tem recebido cada vez mais atenção das
organizações. Elas têm buscado compreender seu significado
e encontrar formas de gestão que lhes garanta, em última
instância, impactos positivos no desempenho da empresa. A
revisão da literatura evidencia a importância das relações
entre Gestão do Conhecimento e a estratégia da empresa, a
gestão de competências e a de resultado para o conseqüente
desempenho superior do negócio. Sendo assim, o objetivo
principal deste trabalho foi identificar se nas empresas
brasileiras existe relação entre Gestão do Conhecimento e
estratégia empresarial, gestão de competências e de
resultado e o impacto causado por estas relações nos
resultados de negócio. Deste modo, foi realizada uma
pesquisa de campo junto a aproximadamente 100 empresas
brasileiras que objetivou mensurar, em amostra
representativa de múltiplas indústrias, as relações
inerentes à Gestão do Conhecimento, verificando a
existência dessas relações e avaliando o impacto no
resultado destas empresas. Múltiplos métodos de análise
foram utilizados para fornecer uma ampla base para
interpretar e validar os dados. A partir dos resultados da
análise estatística e dos construtos de natureza
qualitativa, importantes generalizações foram sugeridas. A
conclusão principal deste estudo indica que um percentual
significativo de empresas brasileiras já estabelece relação
entre Gestão do Conhecimento e a estratégia empresarial,
a gestão de competências e de resultado e que essas
organizações estão se destacando em termos de desempenho de
negócio.In the competitive business environment, intangible assets represent a source of innovation and creation of new levels of value. In this context, Knowledge Management has received increasing attention from the organizations. They have tried to understand its meaning and to find management methods that ultimately ensure positive impacts on the company performance. Literature review demonstrates the importance of the relationship between Knowledge Management and firm strategy, competency and result management, for the consequent superior business performance. Thus, the main purpose of this study was to identify if Brazilian companies establish any relationship between Knowledge Management and firm strategy, competency and result management, and the impact produced by these relationships on business results. Therefore, a field survey was carried out about 100 Brazilian companies, with the intention of measuring, within a representative sample comprised of multiple industries, the relationships inherent to Knowledge Management, checking the existence of these relationships and assessing the impact on the results of these companies. Different analysis methods were employed to provide a broad basis to help understand and validate data. From the results of statistical analysis and qualitative constructs, important generalizations were suggested. The main conclusion of this study indicates that a significant percentage of Brazilian companies already establish a relationship between Knowledge Management and enterprise strategy, competency and result management, and that these organizations are excelling in terms of business performance.
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Spak, Stella. "Canadian resource co-management boards and their relationship to indigenous knowledge, two case studies." Thesis, National Library of Canada = Bibliothèque nationale du Canada, 2001. http://www.collectionscanada.ca/obj/s4/f2/dsk3/ftp04/NQ63584.pdf.
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Shuang, Chan Chiu, and 詹秋霜. "Applying Knowledge Management to Customer Relationship Management." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/29396268299577411575.
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碩士南台科技大學
工業管理研究所
91
The implementation of e-business applications has continuously grown in a seemingly unabated fashion worldwide. The trend in marketing toward building relationships with customer continues to grow, and marketers have become increasingly interested in retaining customers over the long run. Many companies are transforming themselves to customer-focused organizations nowadays and the importance of establishing Customer Relationship Management (CRM) to understand better what their customers want is getting more and more recognized. Knowledge Management (KM) is the process of managing organizational knowledge from creating business value that will focus on creating and delivering innovative products or services and managing relationships with existing key stakeholders in the context of Customer Relationship Management (CRM). The value of KM and CRM is well recognized by many leading companies. This study tries to demonstrate what, how, and why industry needs CRM and KM. Moreover, this study presented a conceptual model and see how KM can help CRM implementation. This study has taken a beauty enterprise as an example and focused on its franchise stores to perform a field study. The questionnaires were sent by its headquarter and all returned. There were 30 available responses from 35 franchise stores in Taiwan and 66 available responses from 70 franchise stores in China. There were some suggestions coming out as follows. 1. There is no significant difference between current and future position in all dimensions of the value compass model in Taiwan. However, there is significant difference between current and future position in value proposition design, value-added role, and reward and risk sharing dimensions of the value compass model in China. Although there is difference between Taiwan and China currently, they have the same future view on the value compass model. In the Customer connection strategies dimension, the franchise stores in Taiwan are doing better for customer connective technologies and customer economics. The franchise stores in China are doing better for customer knowledge. 2. It is important for the franchise stores in Taiwan to focus on getting more knowledge about best practices and problems through knowledge creation and share to promote hard and soft measures. The franchise stores in China should focus on getting more knowledge about products and services and markets through knowledge store and capture to promote hard and soft measures. 3. The case enterprise should focus on “select” knowledge about markets, customers, orders, and problems；”capture” knowledge about best practices and orders；”share” knowledge about best practices；”create” knowledge about problems and “store” knowledge about markets, competitors, and best practices. Moreover, this study presented a conceptual model to see how KM can help CRM implementation. The result of the study could be consulted by the other industry to create their KM and CRM framework.
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Tseng, Chih-Hsien, and 曾智顯. "The Relationship among Organizational Characteristics, Knowledge Management, Strategy of Knowledge Management, and Organizational Innovation." Thesis, 2001. http://ndltd.ncl.edu.tw/handle/81454751019491811706.
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碩士國立中山大學
人力資源管理研究所
89
Two of the most important issues in knowledge age are knowledge management and innovation. Companies that is able to control knowledge, able to develop the ability of innovation. Therefore, understand how to acquire, encode, diffuse, storage knowledge, and how to match knowledge and management system, is very important for organizations. Knowledge workers are the most important carrier of knowledge. They are the one who actually learn, share, use, and create knowledge. Thus, understand and pay attention to knowledge worker and the management of knowledge worker should be considered one part of knowledge management. Moreover, knowledge management should match corporation’s competitive strategy. The purpose of this thesis is to examine the relationship among organizational characteristics, knowledge management, strategy of knowledge management, organizational innovation, and consider the influence of the strategy of knowledge management and organizational characters to knowledge management and organizational innovation. The results of the research indicate that: The lifecycle of a company has significant difference on organizational innovation. The scale of a company has also significant difference on organizational innovation. In addition to difference analysis, relation analysis indicates that “connect performance and reward”, ”improve knowledge which is already there”, “leadership of knowledge”, “institutionalize the measurement of knowledge”, “organic organization structure”, and “culture of learning” has significant influence on organizational innovation. As the result, the suggestions are: companies should develop their manager’s ability of leadership of knowledge; connect performance and reward; improve knowledge which is already there; institutionalize the measurement of knowledge; establish organic organization structure; and create the culture of learning.
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Manovas, Mantas. "Investigating the relationship between knowledge management capability and knowledge transfer success." Thesis, 2004. http://spectrum.library.concordia.ca/8096/1/MQ94787.pdf.
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To gain a competitive advantage, a company must have the ability to effectively manage its chief asset, knowledge. Out of various types of knowledge that firms possess, its ability to satisfy customer requirements plays a crucial role in its ability to provide a quality product/service. More specifically, in information technology (IT) projects, customer requirements need to be effectively and efficiently transferred to the IT department. In return, the IT department must efficiently and effectively meet these needs. This thesis examined the relationship between knowledge management capabilities and knowledge transfer success in IT departments in Canadian companies. An online survey collected empirical data from 54 IT managers. This data was analyzed using the partial least square (PLS) structural equation modeling method. The findings show that for knowledge transfer to be successful in an IT project, the IT department must have both a solid knowledge infrastructure and a knowledge process capability. Within these capabilities, key infrastructure factors and knowledge processes were identified. Application and Acquisition proved to be significant in ensuring a solid process infrastructure, while Culture of Learning, Culture of Sharing, Collaboration Technology, Opportunity Generation Technology, Structure that supports Collaboration and System of Rewards were found to be important infrastructure elements. Furthermore, the findings reveal that knowledge processes are key to ensuring knowledge transfer efficiency, but not necessarily effectiveness; while knowledge infrastructure determines knowledge transfer effectiveness, but not necessarily efficiency.
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Liu, Shu-Mei, and 劉淑梅. "The treats of chain hotel relationship oriented the knowledge management and customer’s relationship management." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/96430339486756603029.
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碩士中華大學
科技管理學系(所)
95
According to the Knowledge Management (KM) and Customer Relationship Management (CRM) can be the competitiveness’ advantage for the future enterprises, also convert both two of those managements can raise the competitiveness as key resources for enterprises in the 21st century. Besides, the tourism industry has been flush development, which causes compete rapidly in the hotel industry in Taiwan. For the hotel industry, they have focused on the customers’ satisfactions. The relate knowledge and the experience are their important assets. Therefore, this paper emphasized in the chain hotel to orient KM in chain hotel performance effect upon the CRM. In order to satisfy the customers’ needs, the chain hotel expect offer the similar and nice services to their customers. Moreover, through the KM and CRM can help the employees to solve their problems and more efficiency with their works and satisfy the customers’ needs. This paper would build up an evaluation model about oriented the KM effect upon the CRM. The input in this model is KM. The output in this model is CRM. We would like to discuss about the relation between KM and CRM. In order to conform to the real situation, this paper applies the Interpretive Structural Modeling (ISM) to confirm the relationship between all criteria. Then, this paper applied the Analytic Network Process (ANP) to calculate the weights of all criteria. In order to raise the management performance and competitiveness, this paper convert two management approach in the future improvement for chain hotels.
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Yang, Po-Jui, and 楊博叡. "A Study on the Relationship among Information, Organizational Learning, Knowledge Management and Knowledge Management Performance." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/68011523831321640583.
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碩士逢甲大學
企業管理所
93
Most businesses use information’s hardware equipment, but neglect staff’s information acceptance degree. These improvement which accept information acceptance degree certainly will need corporate culture , especially the setting-up of information culture. In addition, in recent years, intelligence assets have already become enterprise resources focused on of every big enterprise slowly. It is an inevitable trend that the organization learning and knowledge management must be setting-up. Enterprises will go to the development of improving company''s intelligence assets, it will be a subject that can''t be ignored . So, this research regards information culture as the starting point, to organizing the influence between study , information management and information management performance. We lock information industry , financial circles , manufacturing industry and electron industry to send the questionnaire, and analyse from the sample materials of 106 questionnaires. Then, we go to figure out their relation. After statistical method is put in order and analysed , sum up the main result as follows: 1. Information culture has apparent influence on organizational learning. 2. Information culture has apparent influence on knowledge management. 3. Organizational learning has apparent influence on knowledge management. 4. Knowledge management has apparent influence on knowledge management performance. In addition, this research supposes in some hypotheses that it is not influenced.We put forward possible reasons for the relevant reference that studies in the future. And put forward the suggestion on the academia , practice circle and researcher in the future correctly and expect to show some contribution to them. Keyword: Information culture, Organizational learning, Knowledge management, Knowledge management performance
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Lin, Yu-Ju, and 林育如. "The effect of customer relationship management process on customer relationship management performance—be moderated by knowledge management." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/43090603395171382097.
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碩士南台科技大學
行銷與流通管理系
94
For the market competition is fierce in recent years, the enterprises in order to keep the competitive advantage, they have to focuses on their customers. For that reason, the customer relationship management becomes very important. However, customer relationship management is a popular issue, there are few literatures discussed about the performance of the processes of customer relationship management, then the practitioners can’t understand how to evaluate the performance of customer relationship management processes. Moreover, many researchers think that customer relationship management could be implemented well if the data of customers can be used to selected and sorted by knowledge management. Although many researches suggested that knowledge management has apparent influence on performance of customer relationship management, there are not enough empirical supports to prove knowledge management how to influence the performance of customer relationship management. In this research, there are two main purposes: (1) empirically investigate the CRM performance consequences of implementing CRM processes, and (2) empirically examine whether knowledge management can influence the customer relationship management process and the performance of customer relationship management. The research questionnaires are sent to the industries in Taiwan and use multi-regression to test this research.
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Huang, Jing-Wen, and 黃靖文. "The relationship between knowledge management, human resource management, and business strategy." Thesis, 2002. http://ndltd.ncl.edu.tw/handle/67122001271786690797.
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碩士國立成功大學
企業管理學系碩博士班
90
Abstract Knowledge management is a popular research topic recently. Most scholars and practitioners emphasize on constructing information technology system to spread and share knowledge in organizations. Some scholars（Soliman & Spooner, 2000；Carter & Scarbrough, 2001）however suppose that business strategy and human resource management both may play an important role in designing and implementing knowledge management. The purpose of this study is to explore the connections between business strategy, human resource management and knowledge management in Taiwanese high-tech corporations. In-depth interview was the main tool and employed to explore the relationships between these research variables in Taiwanese high-tech corporations. Furthermore, secondary information, like company reports, documentation and files, etc. were also be used. The results can be listed as below : (1)High-tech firms tend to implement knowledge management practices to systematically integrate organizational knowledge and further create valuable knowledge. (2)The information from surveyed companies show that the connections between their employees’ core competency, business strategy and knowledge management are one of the crucial factors to secure the success of the KM. (3)Business strategy closely relates to knowledge management, and firms should make both fit together. (4)Human resource management activities can influence employees’ behavior and motivate them to share and spread knowledge. The linkage between HRM and KM therefore should be arranged to create appropriate organization culture in further promoting KM. (5)The relationships between business strategy and human resource management practices were found in this study. The result generally corresponds to the research of Miles & Snow（1984）. The findings of this study show that the match between business strategy, human resource management and knowledge management is one of the key factors in efficiently implementing KM.
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Du, Plessis Marina. "The role of knowledge management in eBusiness and customer relationship management." Thesis, 2003. http://hdl.handle.net/2263/27348.
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Knowledge management is a prerequisite for eBusiness and its increasing client centric focus. To operate in an eBusiness environment, an organisation has to have a good command of knowledge on its markets, customers, products and services, methods and processes, competitors, employee skills and its regulatory environment. This is due to the fact that organisations can, with the advent of eBusiness, do business electronically, seamlessly across the globe, via the Internet and via intranets, which has caused an explosion of the richness and reach of information and knowledge. Knowledge management systems are now essential to ensure that value is extracted from knowledge internal and external to the organisation. eBusiness also broadens an organisation’s customer base due to the possibility of operating globally through electronic means. Customer relationship management in the global and digital economy has therefore forced organisations to rethink the ways in which they build relationships with a broadened customer base. Customer relationships cannot take place without knowledge management. To enable organisations to become more efficient and effective in delivering products and services to customers, knowledge on customers will have to be managed to ensure that the services organisations provide are those that will address customer needs. To date the role of knowledge management in eBusiness and customer relationship management has not been formally defined. It is critical for organisations to understand the role of knowledge management in eBusiness and customer relationship management to enable them to manage and leverage knowledge as a corporate asset that supports the organisation’s business strategy and operating model, and therefore the execution of the strategic intent of the business. This study defines the nature of the role of knowledge management in eBusiness and customer relationship management and secondly the value that knowledge management can add to eBusiness and customer relationship management. It tests the validity of this role and value proposition of knowledge management in eBusiness and customer relationship management, as defined by the researcher, in the South African context. Questionnaires were sent to large South African corporates where knowledge management has been implemented. The Diagnostic Management Application Profile (DMAP) tool was customized for this purpose. Respondents of the questionnaires cover a variety of South African Industries, including insurance, banking, telecommunications and professional services. This study makes a contribution to the understanding of the inherent nature of knowledge management, as concept in its own right, or as concept within a eBusiness or customer relationship environment. This study also contributes in understanding how knowledge management is perceived and applied in the South African market, given the advent of eBusiness and customer relationship management. The final contribution that this study makes is in understanding that knowledge management in South Africa has its own unique challenges, e.g. with reference to literacy levels and level of technology application, and that knowledge management programmes cannot be carbon copies from systems and programmes in Europe and the USA.Thesis (DPhil (Information Science))--University of Pretoria, 2006.
Information Science
unrestricted
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Lin, I.-Lun, and 林毅倫. "The Relationship among Knowledge Management Mechanisms, Job Characteristics, and Knowledge Transfer Results." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/80199583905718994673.
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碩士中國文化大學
國際企業管理研究所
93
This research studies the relationship among the variables of “knowledge manage-ment mechanisms”, “job characteristics”, and “knowledge transfer results”. We dis-cussed this proposition within the past literature and decided to use the quantification research method by starting and holding 50 day-long questionnaire surveys in January of 2005. The high tech industry staff created and conduced survey mail and the internet using the judgment sampling method. Based on the research completed via 626 effec-tive questionnaires were obtained for further analysis. Knowledge management mechanisms consist of “operational knowledge manage-ment mechanisms”, “systematic knowledge management mechanisms”, and “interaction knowledge management mechanisms”. Job characteristics are characterized by “autonomy” and “feedback” mechanisms. Knowledge transfer results are divided into categories of “accumulation effect”, "utilization effect”, and “satisfaction effect”. In addition, we use principle component analysis to concentrate knowledge transfer result into one integrated index. Research indicates that job characteristics moderate the rela-tionship between knowledge management mechanisms and knowledge transfer results. Research also found that the “operational knowledge management mechanism” mostly influences the knowledge transfer result regardless of the degree of the job characteris-tics involvement. To examine the different extents of job characteristics involvements on the knowl-edge transfer effects. The results found that the different extents of job autonomy and feedback involvements had different effects on knowledge transfer. Additionally, the more extents of job autonomy involvements, the more effects on knowledge transfer.
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Chen, Yu-Yu, and 陳侑瑜. "A Study of Relationship among Knowledge Type, Organizational Culture and Knowledge Management." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/ch2s4s.
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碩士崑山科技大學
企業管理研究所
92
For the modern enterprises, they acquire knowledge to continue existing and gain advantage. So it is a very important issue for every enterprise to manage knowledge within its organization. In the study of effective knowledge management factors, knowledge type is a factor in determining enterprise knowledge management process; culture influences the performance or success of knowledge management. This study researched knowledge management from the aspect of knowledge type and organizational culture to understand the status of enterprises that use knowledge management and the relationship among knowledge type, organizational culture and knowledge management process. The research method employed was a multiple case study of qualitative research. This study focused on the service, manufacturing, and financial industries without high-tech industry. The results can be listed as follow: Organizational scale, assets and other factors influence knowledge management in different industries. The Knowledge type which enterprises focus on will emphasize a particular type in the industrial environment. Different knowledge types, organizational culture and subculture will lead to the variation of knowledge management.
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Huang, Tien-wen, and 黃典文. "A Study of the Relationship Among E-business, Intellectual Capital,Knowledge Management and Knowledge Management Effectiveness." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/92900171690094587197.
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碩士國立成功大學
工學院工程管理專班
96
In the literature review about e-Business, organization’s knowledge management and Intellectual Capital, they all focus on the application or factors of influence on e-Business and only discuss about the relationship between e-Business and knowledge management or knowledge management and Intellectual Capital. There is no integrated discussion about the effects of e-Business on organization’s knowledge management and Intellectual Capital yet. Therefore, this study attempted to build up the research framework. The population of this study are Hi-Tech industries、traditional industries and service industries, which intend to transfer to e -Business.With stratified random sampling, this study sent 400 questionnaires, 174 effective copies were received (return rate 43.5%). Through factor analysis, reliability test, correlation, cluster analysis, T test, ANOVA, canonical correlation and regression analysis, most of the hypotheses were supported. The results of this study are listed below: 1. The level of e-Business has positive significant effects on the Intellectual Capital、mechanism of organization’s knowledge management and knowledge management effectiveness. 2. The levels of intellectual capital tend to significantly impact on the mechanism of organization’s knowledge management and knowledge management effectiveness. 3. More knowledge management competence will obviously affect a knowledge management effectiveness. Keywords: E-Business, Intellectual Capital,Knowledge Management, Knowledge Management Effectiveness
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HSU, YA-CHING, and 許雅菁. "A Study of the Relationship among Knowledge Management Activities, Knowledge Management Capability, and Internal Control Performance." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/25701637070828943697.
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碩士國防管理學院
資源管理研究所
94
As there were many frauds found in industries recent years, internal control and auditing attracted more attention. Knowledge management is import in conducting internal control and auditing affairs; consequently, this research aimed at exploring the relationship between knowledge management activities and internal control performance and the mediating effect of knowledge management capability. By conducting empirical survey from the Chinese Internal Auditing Association, this research found that knowledge acquisition and sharing style have positive effect on knowledge sharing willingness, knowledge sharing capability, risk assessments, control activities, information and communication, and monitoring; knowledge storage styles have positive effect on knowledge sharing capability, knowledge absorptive capability, control environment, risk assessments; knowledge sharing willingness have positive effect on control activities and monitoring; knowledge sharing capability have positive effect on information and communication; knowledge absorptive capability have positive effect on risk assessments and monitoring; knowledge management capability have positive effect on internal control performance;knowledge sharing willingness have mediating effect on the relationship between knowledge acquisition and sharing style and monitoring; knowledge sharing capability have mediating effect on the relationship between knowledge acquisition and sharing style , and information and communication; knowledge sharing capability have mediating effect on knowledge storage styles and information and communication.
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Sousa, Elísio Augusto Mira Pena de Campos e. "Contributive uniqueness on knowledge management: relationship between organizational recognition of contributive uniqueness and the knowledge management processes." Master's thesis, 2015. http://hdl.handle.net/10316/33405.
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Dissertação de mestrado em Psicologia do Trabalho, das Organizações e dos Recursos Humanos (WOP-P), apresentada à Faculdade de Psicologia e de Ciências da Educação da Universidade de CoimbraThe present study aims to analyze in what extent the organizational recognition of the contributive uniqueness has impact in knowledge management processes. Contributive uniqueness (Dos Santos, 1999) is the unique contribution of each individual to the team’s functioning when working cooperatively. The uniqueness of individuals seems to be, on one hand, an individual need, and on the other hand a characteristic which can contribute to enrichment of the team or organizational performance. Knowledge management (Pais, 2014) is a set of daily activities related to the creation and development of internal organizational conditions, which catalyze every knowledge-related process. The impact of this relation has not yet been studied. Therefore, this research will contribute to the understanding of the relationships between the collectivizing and individualizing trends in organizations. This project gains from the research traditions (1) on organizational recognition, (2) on knowledge management, (3) and on human uniqueness. Our sample had 1117 subjects, 39.2% male and 60.3% female, aged between 18 and 69 years (M = 39.8; SD = 11.2). All have a bond of at least one year with the organization where they work, representing a wide range of business sectors. Two instruments were used: The Knowledge Management Questionnaire – Short Form (KMQ-SF, Pais, 2014); and the Organizational Recognition of the Contributive Uniqueness Questionnaire (ORCUQ, Cabo-Leitão & dos Santos, 2011). A descriptive and correlational analysis were performed for each scale factor and global scale, as well as univariate and multivariate regression analysis. Moderations between the ORCUQ factors, and between the gender and ORCUQ factors in the prediction of the KMQ-SF dimensions were also conducted. Results showed a large effect of 41% (R2) of the ORCUQ in the prediction of KMQ-SF.
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KO, PO-HUNG, and 柯伯鴻. "A Study on the Influence of Knowledge Management on Customer Relationship Management." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/04682137187903301349.
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碩士世新大學
資訊管理學研究所(含碩專班)
96
Environment is becoming increasingly complex and increasingly fierce competition. In the face of commercial competition in the future the key to victory is not only limited to tangible products and services. Enterprises through "Knowledge Management" and "Customer Relationship Management" of intangible assets management, due to the rapidly changing competitive environment to meet the current needs of society. Knowledge Management (KM) is a multi-dimension of business process, reconcile the crowd's expert knowledge and insight and to facilitate the crowd highly synergistic cooperation and extensive access to enterprise databases. Thus creating a pool of mutual links with the environment. Customer Relationship Management (CRM) through interaction with the customers to understand and acquire, develop and maintain the relationship between the customer, "Customer" is created major source of profit, enterprises must understand how customers? First it is necessary to have access to customer Information quantified, customers, management, knowledge three series records in the system. Knowledge management and customer relationship management are closely related, are both among the entire enterprise information, will be informed of information are processed and uptake, and the transformation process, and to make the distribution, application and business activities, to improve corporate competitiveness edge. In this study, as an example of a electronics company, the first use of the in-depth interviews, to confirm the customer relationship management strategy followed by the use of the design of the questionnaire issued to companies in case the major department departments to explore knowledge management for customers in the process, so that research results can also be used for other similar industries, As a reference.
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蔡怡婷. "Oriented the knowledge management and customer relationship management in chain tourist hotel." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/94042762783929367717.
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Wang, Chiung Yao, and 王瓊瑤. "A Research of Relationship between Workflow and Knowledge Management." Thesis, 2001. http://ndltd.ncl.edu.tw/handle/91018987200848158224.
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碩士國立交通大學
資訊管理所
89
Enterprises realize only the enterprises, which keep creating, accumulating and exercising their knowledge, could survive in a knowledge era. Therefore, many enterprises are getting to invest lots of resources to push forward knowledge managements in their companies. Moreover, it is popular for a business to use a workflow information system to enhance its operation performance and create it maximum business profit. Therefore, in this research, a relationship between life cycles of workflow systems and knowledge management activities in an enterprise would be discussed. From this relationship, one can find the activities that an enterprise plans; develops and uses workflow systems could be mapped to some knowledge management activities. And, with an enterprise operating, the knowledge stored in these workflow systems would be updated and enhances its operation performance. Three semi-conductor manufacturer cases are studied in this research. In these three case studies, one can find there exists some relationships between a workflow system development life cycle and knowledge management activities in an enterprise. With the interviews, some raw data is collected and processed. One can find some factors might impact a workflow system development and knowledge management exercise. This information might be interesting for other researches.
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Chang, Tzu-Ting, and 張姿婷. "Customer Relationship Orientation, Customer Knowledge Management and Customer Relationship Management Performance: The Moderating Effect of Environment Effects." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/78t8v2.
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Fu, Shih-Wei, and 傅士瑋. "The Study on Relationship between Customer Relationship Management, Knowledge Management and Customer Loyalty – The Case of Bank wealth management business." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/88154505764644637635.
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碩士中國文化大學
國際企業管理學系
100
This study is to explore Knowledge Management on the Banks' Wealth Manage-ment Business through Customer Relationship Management on the relationship between the Customer Loyalty, found that the relationship between the Knowledge Management and the Customer Loyalty need to further clarify after quoting indirect reference to the literature and logic reasoning. The competition of banking wealth management business is getting increasingly intense, only the successful service could enhance the performance of bank wealth management business; and the key point of a successful service is based on the good knowledge management. Thus building knowledge management to bank wealth busi-ness can not only improve customer relationship management but also enhance cus-tomer loyalty. Therefore, this study analyzes the feelings of customers after banking wealth man-agement business adopting the knowledge management through a view of the financial consultants of banking wealth management business and their customers, and acquires three conclusions as below when using Customer Relationship Management as the in-tervening variables to explore the impact of Knowledge Management for Customer Loyalty: A.Strengthening knowledge management in the business of banking wealth man-agement can effectively enhance the customer loyalty. B.Knowledge management in the banks' wealth management business for customer relationship management has positive influences. C.In the influence of knowledge management versus customer loyalty, the inter-mediary effect of customer relationship management is significant.
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Wu, Pin-Hong, and 吳品宏. "The Impact of Customer Knowledge, Knowledge Chain and Customer Relationship Management on Service Quality." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/22089148565642732717.
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碩士義守大學
資訊管理學系碩士班
99
Taiwan has transformed its economy from being product manufacturer into the era of service economy. Therefore, companies strive for enhancing their competitiveness and gradually transform from product-oriented into customer-oriented production method. Simultaneously, business managers realize that a high level of customer satisfaction can only be achieved by enhancing service quality. Furthermore, due to the fact that the amount of customer information has tremendously increased, enterprises should establish effective channels to acquire customer knowledge so that they can provide customized service in order to enhance the customer relationship and service quality. Hence, customer knowledge is an irreplaceable element in creating corporate value. However, it is not easy to develop and maintain the customer relationship by means of customer knowledge and eventally enhance service quality. Therefore, this research investigates on how enterprise apply knowledge chain to acquires customer knowledge so that it is possible to initiate and maintain customer relationship, as well as enhances service quality and corporate competitive advantage. The questionnaire and statistical analytical techniques are used to test the hypotheses. Samples are restricted to a list in 2009 CommonWealth Magazine consisting of manufactures, service providers, and financial service providers. Among them, 117 are valid. This research shows that customer knowledge has positive influence on knowledge chain, customer relationship management, and service quality. Moreover, the research results shows that knowledge chain and customer relationship management are the partial intervening variable between customer knowledge and service quality. It means that enterprise must acquire the most important customer knowledge and through the primary activities of knowledge chain to establish long-term customer relationship, as well as to enhance their service quality.
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He, Deng-Xiang, and 何登祥. "An study of the relationship between Knowledge Creation , Knowledge Management Satisfaction and Information Technology." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/88166170489316659065.
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碩士國立高雄第一科技大學
資訊管理所
93
In 21st century, the world is running as an enormous economic system. In the era of knowledge economy, knowledge has become the new foundation of wealth and rapidly placed the tangible resources such as real estates, gold, petroleum, factory facilities and raw materials. Now a day, enterprise will maintain its long lasting competition advantages by grasping the key knowledge or know-how of the organization. Therefore, the focus of the enterprise’s development is not only based on the traditional elements in production and physical assets any more, but also the staff's innovation and creativity, knowledge and experience which are so called intangible assets. By integrating information technologies and organization management, enterprise can create the new know-how which will be the most important tactics for business running in the competitive market in the future. This research, according to the general theory information and knowledge management, provides a simple concept structure how to include“information technology” and “knowledge management satisfaction” into the organizational knowledge creation operation. The questionnaire was based on Taiwanese medium and small enterprises. Via 233 effective retrieved questionnaires, the research revealed the relation between “knowledge creation”, “information management satisfaction” and “Information technology“. The result indicated that “knowledge creation” has positive effect on “knowledge management satisfaction”. Besides, "Information technology" obviously played a catalyst turning the “tacit” knowledge into “explicit” knowledge. Above-mentioned research results may provide enterprises the reference of using proper information technologies to manage the valuable knowledge or information in the organization and to improve the organizational efficiency in operation.
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Tsao, Chang-Chien, and 曹常健. "The Research of applying Knowledge Management on Customer Relationship Management for Securities Industry." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/14471296261431491489.
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碩士中原大學
資訊管理研究所
92
Abstract Domestic securities industry is facing the competition of foreign capital and the passing of Financial Holding Company Law. Internationalization, large-scaling and financial commodity diversification is expected to be the industry ’s irresistible general trend. Enterprises have to create competitive advantages for their survival and customers are their most valuable assets. Customer relationship marketing will be the mainstream of future marketing. The cost of obtaining a new customer is higher than holding an old customer.Since customers are their most valuable assets, enterprises have to create competitive advantages by enhancing customer relationship management. Security industry hopes to have a successful going concern in current competitive environment in Taiwan’s securities industry. The enterprise needs to increase its competition constantly, and customers are exactly the source where the enterprise makes up profits. Knowledge Management applied to customer relationship management (CRM) explored in this study takes securities industry as an object of study. this research conducted an empirical study based on 153 respondents of the employees of securities dealers and brokers in Taiwan. The collected data were analyzed by using descriptive analysis, correlation analysis. Entering WTO had a great impact on commercial environment in Taiwan. The main purpose of the study was to investigate the important factors as perceive of CRM and KM by securities industry. Take one step ahead to analyze the perception of both groups with different background variables, and to confer KM and CRM’s key factors, finally to explore how KM affects CRM. According to the findings, conclusions of the study were list as follows: Perfect organization knowledge could improve the performances of CRM. Finally, recommendations based on the findings and conclusions of the study were made for securities industries and further study. Keywords：Customer Relationship Management（CRM）,Knowledge Management（KM）, securities industry .
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Chou, Chia-Ying, and 周佳穎. "The Relationship Between Knowledge Management Capabilities And Technology Transfer Campaign." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/88912648074348571577.
Full textAbstract:
碩士朝陽科技大學
企業管理系碩士班
91
Abstract Recently, a worldwide critical topic revealed by featuring a new phase of competitive environment and current market demand of which impact Taiwan consolidated respect of industry predominance. In terms of effectively increasing enterprises’ capacity on relevant knowledge management, moreover, in advance to assist the subject enterprises to create optimal competitive advantage position in the fashion world trade environment. Nevertheless, as the enterprises energized by the actions of investing and/or establishing subsidiaries at other side of Taiwan strait with reference to tense interaction and combined with external substantial factors, close geographic relationship, and same language culture, which manifest on advantage factor in performance management by increasingly adopting multinational technology transfer as for keeping the worldwide competitive advantage status. Regarding to previous correlative studies are short on subjective comprehensive transfer campaigns integration, yet, with reference to adopted knowledge management viewpoint in this paper, to probe into a possible practice that consolidated with correlative variable of transfer campaigns, in addition through implementing a case study in the relevant knowledge management content and model as for comprehend the relationship of knowledge management abilities and technology transfer campaigns. In consequence, attempt to find out a practical proposal for enterprises utilization in the near future. Conclusion for this study are summarized as below: 1. Whether able to transfer the technology and taking the unexpected risks are depend on knowledge management capacity of the subject enterprises themselves. 2. For the knowledge management capacity, not only influence technology knowledge characteristics but also affect the difficulties and performances as practicing technology transfer for enterprises’ sake. 3. In order to achieve the purpose of technology transfer; consider following the knowledge management objectives by adjusting organization planning and human resource arrangement. 4. A knowledge management concept based on its own capacity, which influence self characteristics and objectives, furthermore, affects the transfer campaigns on organization planning. 5. According to interactions created within knowledge management abilities and receiver/giver of which they influence the requirement qualities, frequencies, and abilities on transfer campaigns. For the diffusion application and internalization learning ability of knowledge management are influenced by the abilities of interactive communicate. 6. Organizational technology transfer experience ability influence the organization on obtaining, establish, integrate, and preserve integrity knowledge and, in addition, deeply influence transfer achievement. 7. For organization applying transfer technology product abilities and technology standards are influenced by broadcasting, applications, interchanges, and extension technology knowledge abilities. 8. Information application abilities as organization possessing technology transfer are influenced by the abilities of establishment, integration, and preserve. However, for the internalization learning ability is correlative with operation management capacity and affect the relevant technology transfer procedure.
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Li, Shihhua, and 李世華. "The Relationship Between Military Instructors Knowledge Management and Job Performance." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/05315373634142662352.
Full textAbstract:
碩士義守大學
資訊管理學系碩士在職專班
101
The 21st century is the era of knowledge economy. The society has been transformed into a knowledge-based society. The work of the military instructors significantly worse compared to past authoritarian era. This study is to apply the spirit of the management of the knowledge management, to assist instructors work carried out, and to explore the relationship between the military training instructors knowledge management and their work performance. The purpose in Kaohsiung military training instructors is to know the status of the knowledge management and work performance. It is to explore different backgrounds changed under the military instructors to know the differences between the knowledge management and abnormal situations of work performance. To achieve the above purpose, a questionnaire survey, Kaohsiung 37 public and private high schools, 236 military training instructors conduct research for objects. Questionnaire obtained funding data statistical software package SPSS12.0 to conduct descriptive statistics, T-test, single factor variable ANOVA analysis, Pearson product - moment related and step-by-step multivariate regression analysis and other statistical methods to the erection of this study is carried out analysis, its conclusions are as follows: 1.Military instructors individuals know the status of knowledge management and job performance practice are "elevation level. 2.Different personal background in disguise except the outside of the armed services and military training instructors in knowledge the cognitive knowledge management and job performance. There are both different differences. 3.The military instructors know better the understanding of knowledge management, and get higher work performance. 4. Military instructors in the application of knowledge can affect job performance most.
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Pan, PinShen, and 潘品昇. "A Study of Relationship between Knowledge Management and Electronic Commerce." Thesis, 2000. http://ndltd.ncl.edu.tw/handle/25415869652697802656.
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碩士大葉大學
資訊管理研究所
88
To face the increasingly competitive environment, businesses are relying first on electronic commerce and then knowledge management to pursue competitive advantage. The electronic commerce applications thriving on the Internet technologies allow smooth exchange of information between organizations and their customers and other trading partners, help breaking barriers between departments and professions, and facilitate the formation of many forms of virtual work teams. In cases of knowledge management, organizations are recognizing the value of intellectual capitals in stimulating innovation and in accumulating capabilities of dealing with unexpected emergencies. Both electronic commerce and knowledge management are characterized by the central role played by people, augmented by information technologies. Businesses must identify the best synergy between the two to optimize the benefit. This study formulated its research framework based on an extensive review of the related literatures. It collected data from companies in Taiwan to analyze the relationship between electronic commerce and knowledge management practices. The results revealed that there is a significant association between electronic commerce practices framework and knowledge management practices. Organizational size and characteristics of the information management, among other organizational factors, also have some bearing on the implementation practices of knowledge management in these firms.
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Jeng-Cheng, Audi Chen, and 陳正誠. "A study of relationship between Knowledge management system and users." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/28045861329739890852.
Full textAbstract:
碩士元智大學
資訊管理學系
94
This study is under scenario of knowledge management activities in ASE company thru verification of Technology Acceptance Model( TAM) theory to understand the relationship between knowledge management system and users, in the mean time, provide suggestion to ASE for knowledge management activities. In order to understand perceived and intention from users in terms of knowledge management system, surveyed actual knowledge management users from each factory and department in ASE. Totally, issued 150 questionnaires and returned 135 effective questionnaires, effective returned rate is 90%. Outcome of data analysis, there is a significant relationship between job relevance and ease of use and usefulness: administrator and manager is higher than technician in terms of ease of use and usefulness. Ease of use and usefulness are positive associated with intention. Intention is positive associated with actual use frequency and time. From practice point of view, utilize TAM to achieve purpose of management, understand the actual acceptance of KMS then enhance users’ acceptance in KMS activities. Furthermore, develop company’s core competence, therefore KMS activities are important to make company from good to great.
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LIN, Wan-Chun, and 林婉君. "A Customer Relationship Management Study from Customer Knowledge Competence Perspective." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/37418652045684871527.
Full textAbstract:
碩士國立交通大學
管理科學學程碩士班
92
Facing the globalization and competition in the worldwide market, the enterprise could manage the products, markets, and customers through the invisible assets, Customer Relationship Management and Customer Knowledge Management, to retain the customer relationship, enhance the company core competence, and achieve the company goal of profit earning. From this research, it is found Customer Relationship Management and Customer Knowledge Management is an integrated process infrastructure and the importance of customer knowledge in CRM procedure. Customer Knowledge Competence is the management of customer knowledge generation and integration processes. When executing CRM, campaign management generates customer promotion knowledge; lead management generates customer general and feature knowledge; offer management generates customer general, feature, preferable knowledge; contract management generates customer general, feature, and transaction knowledge; complaint Management generates customer’s preferable and service knowledge, and service management generates customer service knowledge. Thus, if the enterprise wants to strengthen some specified field of CRM, it must improve the related customer knowledge establishment and execution. And the key factors of integrating customer knowledge are “customer information process management”, “interdepartmental IT interface integration”, and “top management involvement”. From the case studies of “cross-selling growth”, by strategic alliance, granting sole agency, offering process improvement and technical service, the company takes the action to proivde custom designed products or service(s), maintain certain level of stock so as to achieve the customer purchase growth, customer share increase, and widening the purchase of product categories. From the case studies of “sales growth”, by granting sole agency, offering custom designed products R&D, and increasing production capacity, the company takes the action to offer good price, custom design products, and fast delivery so as to achieve the customer purchase growth, product cost control, and maintaining customer share. And from the case studies of “new customer devlopment”, by custom designed packaging, inpection, and products, the company takes the action to proivde custom designed products or service(s) so as to increase customer interaction and achieve the customer purchase growth. Through the customer relationship phase and purchase behavior segmentaion, the company should focus on “product attribute” for the customers in acquiring stage to provide more information about the product features, functions, and applications. Regarding the customers in ehancing stage, the company should emphaize on “price sensitivity attribute” to control the product cost so as to increase the customer satisfaction and value. As for the customers in retaining stage, the company should strengthen on “service attribute” to provide custom design service which enables the customers to be valued and loyal partners.
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Ler, Lian-Huat, and 呂聯發. "A study of relationship among organizational learning, knowledge management, information technology and knowledge-based performance." Thesis, 2002. http://ndltd.ncl.edu.tw/handle/38548721521938676186.
Full textAbstract:
碩士淡江大學
會計學系
90
Knowledge has been regarded as a tactics asset and the main source of organizational core competence. Consequently, numerous enterprises are using organizational learning and knowledge management to obtain competitive advantages. However, little has found on the research of knowledge performance evaluation, if there is any, most have emphasized on technology issues. The criteria of knowledge performance measurement are also more related to research and development implication. Therefore, the main purpose of this research is using comprehensive knowledge performance measurement criteria to evaluate the influences of knowledge management on the traditional and service industries. The research findings suggest that both organizational learning and knowledge management has enhanced the enterprises knowledge performance in eight areas, which are knowledge depth, knowledge growth, knowledge popularization, knowledge expansion, knowledge diversification, knowledge integration, knowledge transformation and knowledge creation. In addition, it is found that the integrative information technology is more beneficial then the interactive information technology. Furthermore, the knowledge management is most influential on the performance of knowledge performance, then organizational learning and information technology. As a result, if an organization uses knowledge management more effective, the performance of knowledge would be better than those only concerning organizational learning or information technology.
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Tsao, Yin-tung, and 曹蔭東. "The Impact of Customer Relationship Management and Customer knowledge management in Business Software Company." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/20885469797069764147.
Full textAbstract:
碩士國立中山大學
高階經營碩士班
99
Due to globalization, international business competition has become keen in recent years. Enterprises have to face different challenges from all over the world, from inside Taiwan to the whole globe. Consequently, enterprises start to consider what management they can put into practice in order to increase organizational niche and improve business competitiveness and performance. Numerous theories and empirical studies suggested that the prime method to increase business competitiveness and performance is to connect management activities and strategies with customers. It can achieve remarkable success in business innovation and economy. Based on this, business philosophy nowadays turned into customer-oriented instead of cost or efficiency-oriented. There are lots of literature referring customer knowledge management and customer relationship management; most of them focus on the impact of these two factors on business performance. The linkage between knowledge management and customer relationship management are less discussed. As a matter of fact, customer knowledge management is the intervening variable when enterprises do customer relationship management, affecting the outcome of customer relationship management a lot. This study mainly aimed to to measure how customer knowledge management and customer satisfaction influence customer relationship management. On the other hand, the influence of customer satisfaction on customer knowledge management and customer relationship management are included as well. According to the analysis of literature and in-depth interview with the case company, the findings were as followed: 1.Customer knowledge management in software industry is beneficial for the predictability of the Customer relationship management. 2.The customer satisfaction is very important for software industry. Customer satisfaction is beneficial to enrich the intension of Customer knowledge management and maintain a good relationship with customers.
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Lin, Wen-Hsiung, and 林文雄. "A Study of Customer Relationship Management in the Motorcycle Industry ─ Based on Knowledge Management." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/18944885050481013579.
Full textAbstract:
碩士中原大學
資訊管理研究所
92
With the development of the economy, customers’ opinions are gradually highlighted more than the past. The intense competition among industries shows that a good Customer Relationship Management (CRM) actually decides whether or not a company is a competitive one. This research adopts exploratory methodology that emphasizes the discoveries we obtained from the interviews with customer-related information system builders, the information system users, and the customers. With the use of the interview results, we cut into the discussion of how motorcycle manufacturing system uses informational technology to introduce the manufacturers CRM from four angles: the motorcycle manufacturers, the motorcycle traders, companies that develop the information system, and also the customers. Thus, We shall be able to not only assist both the manufacturers and the traders to improve the quality of customer services and raise the product value, but also make the whole motorcycle industry a more competitive one. The research result shows that as different independent companies introduce CRM to the motorcycle industry, we must set the Knowledge Management (KM) as the basis when developing the system and policies of CRM, confirm what is covered in customer services. We should upgrade customer services from a coarse service to an all-around informational one’s which focuses on the co-operation of the manufacturers and the traders. Besides, we should change the single functioned customer system to a manufacturer-and-trader-incorporated one, and incorporate the process and the management of manufacturing and trading by using Enterprise Informational Portal (EIP) to realize the goals of rapid and effective benefit feedback and interaction with customers. We should aim at reaching a conformable strategic goal and planning a corporative information system when introducing CRM to the industry. Eventually, we will be able to strengthen the industry and create higher administrative effects.
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Sun, Hsin-Jung, and 孫信榮. "The Impact of Customer Relationship Management and Customer Knowledge Management on Store Operating Performance." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/23999937318536822152.
Full textAbstract:
碩士朝陽科技大學
企業管理系高階產業經營碩士在職專班
103
With the interaction of globalization, more and more store go as Customer-respect in recent years, relatively about Customer Relationship Management and Customer Knowledge Management related topics Both are mainly emphasize the customer-oriented enterprise resource integration and allocation in order to enhance the competitiveness of enterprises. For enterprises, Customers are sent directly to any source of power: How effective use of internal knowledge and ability of the enterprise customer, outside the enterprise in order to deepen the customer relationship, Key to competitiveness and sustainable development of the enterprise will be able to maintain. The customer knowledge as the core element of customer relationship management, Is mainly because of the good customer knowledge management, will allow businesses to better grasp customers and markets, And in a more cost-effective and high-quality way to achieve the purpose of deepening customer relations, Then grasp the market opportunities and threats against the market。
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Chedid, Marcello Fernandes. "Collaboration relationship between university and software industry based on knowledge management: an exploratory approach." Doctoral thesis, 2019. http://hdl.handle.net/10773/27016.
Full textAbstract:
The current environment that characterizes the software industry is extremely dynamic and somewhat complex demanding high-performance solutions, rapid development and cost efficiency. The collaboration relationship with universities has been represented a key resource, to the extent that together more easily can promote technological development that underpins innovation solutions. In addition, several studies point out knowledge sharing as an important and strongly influential factor in a collaboration relationship. In this context, the present thesis aims to identify a set of factors that can enhance and/or facilitate the collaboration relationship between the university and the software industry in a sustainable way, based on knowledge management. In line with the general objective three research questions were defined: (i) What are the main motivations that lead to the decision of establishing a collaboration relationship?; (ii) What are the management mechanisms used in the governance of collaboration relationships?; (iii) What are the principles and culture of knowledge management and of knowledge sharing in these organizations? In order to answer those questions and, consequently, achieve the general objective, an initial quantitative study based on a questionnaire was conducted. This study aims to explore and understand the practice of knowledge sharing and collaboration in the context of a university. Overall it was concluded that, knowledge sharing positively affects the collaboration behavior. The obtained results also showed that in order to promote and encourage knowledge sharing and, consequently, to foster collaboration relationships, it is important to work mechanisms based on intrinsic motivation and networking. Subsequently, it was conducted a qualitative study based on interviews in order to identify a set of factors that could enhance/facilitate the collaboration relationship between the university and the software industry in a sustainable way, based on knowledge management. Participants with complementary visions and different experiences in the two types of involved industries and simultaneously, with decisionmaking positions were interviewed. The results revealed that collaboration relationships established among these organizations are set-up only as a ‘connection’. This ‘connection’ is characterized by being a simple exchange, without building a sustainable collaboration relationship; although, those involved point to advantages in the existence of a sustainable collaboration relationship. The results also revealed that the collaboration relationships are usually conducted through informal communication channels, which makes it difficult to capture and disseminate knowledge to other remaining members of each involved organizations. In nutshell and in practical terms, this work contributes to the identification and analysis of a set of factors that enhance a collaboration relationship between university and software industry. This result can support organizations in the strategies definition for the development of actions, in order to promote a sustainable collaboration relationship. In theoretical terms, this work contributes to the increase of the body of knowledge in the area, with empirical results, since the literature point the lack of empirical studies as the main gap in this area of knowledge.O atual ambiente que carateriza a indústria de software é extremamente dinâmico e, de certa forma complexo, exigindo soluções de alto desempenho, de desenvolvimento rápido e eficientes em termos de custos. A relação de colaboração com as universidades pode representar um recurso fundamental, na medida em que juntas mais facilmente podem promover o desenvolvimento tecnológico que está na base de soluções de inovação. Adicionalmente, são os vários estudos que apontam a partilha de conhecimento como um fator importante e fortemente influenciador de uma relação de colaboração. Neste contexto, a presente tese tem como objetivo identificar um conjunto de fatores que possam potencializar e/ou facilitar a relação de colaboração entre a universidade e a indústria de software de forma sustentável, com base na gestão do conhecimento. Em consonância com o objetivo geral, foram definidas três questões de investigação: (i) Quais são as principais motivações que levam à decisão de estabelecer uma relação de colaboração?; (ii) Quais são os mecanismos de gerenciamento usados na governança das relações de colaboração?; (iii) Quais são os princípios e a cultura da gestão do conhecimento e da partilha de conhecimento nessas organizações? Por forma a responder àquelas questões e, consequentemente, ao objetivo geral, numa fase inicial foi conduzido um estudo quantitativo através da aplicação de um questionário cujo objetivo foi o de explorar e compreender a prática da partilha de conhecimento e de colaboração no contexto de uma universidade. De uma maneira geral, concluiu-se que a partilha de conhecimento afeta positivamente o comportamento de colaboração. Os resultados obtidos mostram ainda que, por forma a promover e incentivar a partilha de conhecimento e, consequentemente, fomentar as relações de colaboração, é importante trabalhar os mecanismos baseados na motivação intrínseca e no networking. Seguidamente, foi conduzido um estudo qualitativo com base em entrevistas, com o objetivo de identificar um conjunto de fatores que pudessem melhorar e/ou facilitar a relação de colaboração entre a universidade e a indústria de software de forma sustentável, com base na gestão do conhecimento. Foram entrevistados participantes com visões complementares e experiências diferentes nos dois tipos de indústria envolvidas e, simultaneamente, que ocupassem posições com poder de decisão. Os resultados revelaram que as relações de colaboração estabelecidas entre essas organizações são configuradas apenas como uma ‘conexão’. Esta ‘conexão’ é caracterizada por ser uma troca simples, sem construir uma relação de colaboração sustentável; embora os envolvidos apontem vantagens na existência de uma relação de colaboração sustentável. Os resultados revelaram ainda que as relações de colaboração são, normalmente, conduzidas através de canais informais de comunicação, o que dificulta a captura e disseminação do conhecimento pelos restantes membros de cada uma das organizações envolvidas. Em jeito de conclusão e em termos práticos este trabalho contribui com a identificação e análise de um conjunto de fatores potenciadores de uma relação de colaboração entre a universidade e a indústria de software, podendo auxiliar as organizações envolvidas na definição de estratégias para o desenvolvimento de ações futuras, a fim de promover uma relação de colaboração sustentável. Em termos teóricos, este trabalho contribui para o aumento do corpo de conhecimento na área, com resultados provenientes de estudos empíricos, uma vez que a literatura aponta como principal lacuna a ausência daqueles (estudos empíricos), por forma a complementar e validar a teoria existente.
Programa Doutoral em Engenharia e Gestão Industrial
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Yang, Shih-Wei, and 楊世偉. "The Relationship between Organizational Cultures and Knowledge Management Effectiveness: An Investigation on the Moderating Role of Knowledge Management System Usage." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/00322877254481239398.
Full textAbstract:
碩士國立中央大學
資訊管理研究所
96
Organizational culture represents the intrinsic common values of an organization, and it can influence the promotion of organizational activities. As knowledge management (KM) is regarded as the key to maintain competitive advantage of an organization, how to produce great KM effectiveness also becomes an important issue to the contemporary corporations. Thus, one of the objectives of this study is to examine whether organizational culture factors influence KM effectiveness. Besides, organizations increasingly adopt knowledge management systems (KMS) to enhance KM effectiveness. Whether organizational culture factors interact with the use of KMS and hence result in differential influence on KM effectiveness is the other research objective of this study. This study draws on the manufacturing and service companies in Taiwan as the sampling frame to collect empirical data for statistical analysis. The results reveal that: (1) Trust, collaboration, learning, and skills are positively associated with KM effectiveness, while centralization and formalization are negatively associated with KM effectiveness; (2) KMS use has a significant moderating effect on the relationship between organizational culture and KM effectiveness; (3) KMS use is positively associated with KM effectiveness.