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Managing Information and Knowledge in Service Industries

Sustaining Competitive Advantage Via Business Intelligence, Knowledge Management, and System Dynamics

ISBN: 978-1-78560-707-3, eISBN: 978-1-78560-706-6

ISSN: 1069-0964

Publication date: 20 October 2015

Abstract

The research considers implications for business in light of these findings. The role of managers in providing leadership across the knowledge management process was confirmed, as well as the importance of guiding routines and knowledge sharing throughout the organization. Further, the results indicate that within the participating organizations there are discernible differences in the way that some organizations manage their knowledge, compared to others. To achieve effective knowledge management, managers need to provide a supportive workplace culture, facilitate strong employee relationships, encourage employees to seek out new knowledge, continually engage in two-way communication with employees and provide up-to-date policies and procedures that guide employees in doing their work. The implementation of knowledge management strategies has also been shown in this research to enhance the delivery and quality of residential aged care.

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Acknowledgements

Acknowledgement

Every reasonable effort has been made to acknowledge the owners of copyright material. I would be pleased to hear from any copyright owner who has been omitted or incorrectly acknowledged.

Citation

Preece, M. (2015), "Managing Information and Knowledge in Service Industries", Sustaining Competitive Advantage Via Business Intelligence, Knowledge Management, and System Dynamics (Advances in Business Marketing and Purchasing, Vol. 22B), Emerald Group Publishing Limited, Bingley, pp. 3-154. https://doi.org/10.1108/S1069-09642015000022B002

Publisher

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Emerald Group Publishing Limited

Copyright © 2015 Emerald Group Publishing Limited