Literature Review Process:Measuring the Effective Usage of Knowledge Management Systems in Customer Support Organizations

Abstract

Customer support organizations cannot be successful without a knowledge management system. The customer support world will come to a standstill without these wonderful knowledge management systems. Hence knowledge management systems are backbone to any customer support organizations.In order for the customer support to function smoothly, the relationship with knowledge management systems should be mutual.Therefore, measuring the effective usage of knowledge system is necessary to understand their demand in customer support organizations. This study aims to conduct a literature review processas a starting point to understand the variables associated with knowledge management system. This process is necessary to conduct the actual research. Initial idea of the research problem and conceptual framework is discussed in introduction section. Detailed literature review for sixteen research papers is explained in review of literature. This section starts with each independent variable and its corresponding research paper. Each research’s literature review process is explained as research problem (what, so what, because why, goal), data collection and analysis, results, conclusions, supporting studies, limitations, implications, and impact. Finally, it is explained how the problem was revisited. Future research is to implement this research idea with the proposed methodology.