Value-oriented knowledge management: insights from theory and practice

Abstract

ABSTRACT This research investigates the dynamics of knowledge management (KM) through a value-oriented approach by infusing service-dominant logic in KM studies. The resulting framework is applied to the most relevant firms in KM industry. The literature already crossing both topics shapes the framework, while empirical analysis of best-in-class firms validates it. The framework supports the ongoing debate over valuable solutions in KM by focusing on process, system, mechanisms and technologies, and infrastructure as key variables mirrored in value propositions. A value-based perspective on KM expanded the extant literature because actors are connected in a complex setting hosting mutual value creation, in which interactions and institutions enlarge the context in which value is created and experienced. The framework represents guidelines for describing how knowledge shapes the value co-creation process. Knowledge and its management affect combination of actors and technology in catalysing value-oriented activities, while the context is shaped by institutions and knowledge.