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The aim of this study is to investigate the serially mediating effect of knowledge management (KM) practices (namely, knowledge creation, storage and sharing) on the organizational learning (OL) and organizational performance (OP) relationships during a crisis.

Based on theories-of-action, knowledge-based and resource-based theories, this study proposed a sequential mediation model where OL underlying mechanisms through which KM practices have facilitated OP during the crisis. The sample dataset contains 440 responses collected from the managers of the software development companies in Pakistan. The authors used Hayes Process macro with SPSS to test the study hypotheses.

The results of the study reveal that knowledge creation, storage and sharing serially mediate the relationships between OL and OP. These findings strengthen the argument suggesting that OL plays the key role in KM that helps software companies to mend their performance in times of crisis.

This study contributes to the KM literature in two ways: (1) grounded on the study's proposed framework, organizations can improve and manage their businesses in times of crisis and (2) learn how to generate new knowledge in response to business crises.

本研究擬探討在危機中,知識管理做法(即知識的創造、儲存和分享),如何連續地在組織學習與組織績效之間的聯繫上起著仲介效應

研究以行為理論、知識基礎理論和資源基礎理論之論據,提出了一個系統化的仲介模型,闡釋知識管理如何在危機中、透過以組織學習為基礎之機制,去促進組織之績效。數據集為取自在巴基斯坦的軟件開發公司工作的主管的440個調查答覆;我們以 Hayes, A. F. 的 PROCESS macro、並附以 SPSS,去測試我們的研究假設。

研究結果顯示、知識的創造、儲存和分享,會在組織學習與組織績效之間的聯繫上,起著連續性的仲介效應。知識管理被認為可幫助軟件公司在危機中改善其表現不足之處,而組織學習在知識管理上或許扮演著關鍵的角色。研究結果強化了肯定這個角色的論據。

本研究對知識管理文獻有兩方面的貢獻: (一)若以本研究提出的框架為基礎,組織可於危機中改善及管理其業務; (二)組織可學習如何創造新的知識,以能應對業務上極其困難的時刻。

組織學習、知識管理做法、組織績效、行為理論、2019冠狀病毒疫情危機、軟件開發產業.

The primary objective of this study is to conduct a comprehensive literature review focused on the concept of service quality within the healthcare sector. This research aims to categorize and analyze the various dimensions associated with service quality.

The systematic literature review methodology was employed to accomplish current study goals, and specific criteria were utilized to select relevant research articles spanning the years from 2000 to 2023. Ultimately, 57 articles met the criteria and were included in the study.

Through a meticulous review of selected articles, our research identified and categorized 29 distinct measures for evaluating service quality in the healthcare sector. These measures were further grouped into five overarching categories, namely: overall service quality, personal characteristics, healthcare facility administration, patient attributes and the servicescape. Our investigation highlighted that the dimensions commonly utilized to assess service quality in healthcare primarily draw from the SERVQUAL framework. Additionally, there is significant emphasis on measurements related to the physical environment's quality, overall patient satisfaction and behavioral intention.

This review offers original value by synthesizing diverse literature on healthcare service quality, highlighting SEVQUAL dimensions and critical variables used for assessment. It provides insight into the subjective nature of service quality and varied sampling methods and contributes to enhancing service quality and patient satisfaction in healthcare settings.