Managing Information and Knowledge in Service Industries

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.

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, pp. 3-154. https://doi.org/10.1108/S1069-09642015000022B002

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