Knowledge-based Organizations Research Articles

Design of a large language model for improving customer service in telecom operators

AbstractTelecommunications operators are tasked with enhancing service quality, reducing operational costs, and preserving customer privacy. This study presents an innovative application of large language models (LLMs) integrated with the LangChain technology framework, aimed at revolutionizing customer service in the telecom sector. The LangChain framework features a Knowledge Organizing Module and a Knowledge Search Module, both designed to refine customer support operations. The research develops an LLM‐based approach to improve the segmentation and organization of knowledge bases, tailored for the telecommunications industry. This approach ensures seamless integration with existing LLMs while preserving distinct knowledge domains, crucial for search accuracy. Additionally, the framework includes an advanced information security protocol with a robust filtering system that effectively excludes sensitive data from the model's outputs, enhancing data security. Empirical findings indicate that the ChatGLM2‐6B+LangChain model outperforms the baseline ChatGLM2, demonstrating heightened effectiveness in telecom‐specific tasks and outstripping even more sophisticated models like GPT‐4. The implementation of this LLM‐based framework within telecom customer service systems has significantly sharpened the precision of knowledge recommendations, as reflected by a dramatic increase in acceptance rates from 15% to 70%.

Effective leadership practice among senior leaders working from home and in the hybrid workplace across COVID-19

The COVID-19 pandemic disrupted and reshaped effective leadership practices by introducing working-from-home protocols (WFH) and the hybrid workplace model. The current study sought to identify and understand leadership practices adopted in WFH and the transition to the hybrid model, the effectiveness of these practices, and the implications of these on future effective leadership practices in knowledge-based organizations. The current study employed an inductive thematic analysis on semi-structured interviews with thirteen senior leaders in marketing agencies and departments, grounded in causal leadership epistemology. Five themes were identified: (1) remote leadership capabilities required, (2) a soft skills leadership renaissance, (3) introspection is a coping strategy, (4), leaders' temporal quandary, and (5) hybrid leadership uncertainty. The study findings indicated the leaders who successfully coped and continued to be effective exhibited a more adaptive and resilient mindset, evolving their leadership practices and skills to suit the needs of remote (WFH) leadership. They embraced softer leadership skills and developed more humanistic leadership behaviors. They developed an introspection practice to maintain their mental and psychological balance and they mastered time management in an always-on world. This study offers leaders, managers, and employers practical insights into ongoing effective leadership practice with remote (WFH) empowered workforces and hybrid workplace normalization.

Lifelong Learning System in the age of Artificial Intelligence: Change, Opportunity and Reconstruction

Artificial Intelligence advances the offline and online education, digital education and virtual education, eventually all the way to lifelong education with online, digital and virtual Characteristics. In the era of “Artificial Intelligence” (AI), computer technology, Internet technology, big data technology, and cloud computing technology have been widely used in all life and work, making the information dissemination space broader and faster. Information Space provides a platform for new knowledge acquisition and learning for education. The lifelong learning system for the whole population has been updated to break through the modes and limitations of traditional education and meet the needs of all people. This paper first analyzes the connotation and characteristics of lifelong learning for all and points out the current policies and opportunities. Finally, it proposed to build a high-quality, efficient, and sustainable comprehensive lifelong learning system to form an excellent social learning situation in which "everyone can learn, everywhere can learn, and always can learn.” To enhance lifelong learning, efforts focus on expanding the main body responsible for learning, building intelligent learning environments, and providing precise guidance based on educational needs. It is also essential to improve feedback mechanisms, service places, and create an integrated online platform, alongside establishing knowledge-based organizations. This research focus on accountability and quality in lifelong learning since it is evolving with new technologies and opportunities. At the same time, it can expand learning, create an intelligent environment, improve feedback, and establish an online educational platform. This will provide inclusive and high-quality educational opportunities to all learners.

Factors influencing knowledge sharing between scientific specialists in knowledge networks and communities of practice: A systematic literature review.

Knowledge sharing is a competitive advantage and necessity for the success of any organization. Meanwhile, knowledge networks have been introduced as a way to enhance knowledge sharing between individuals and as an effective tool to facilitate knowledge exchange in clinical, educational, and commercial fields. The purpose of this paper is to identify the factors that can affect the level of knowledge sharing and exchange between academic and scientific specialists in knowledge networks and Communities of Practice (COP). A systematic literature review was conducted using the PRISMA guidelines. Four databases were searched, including Scopus, Web of Science, PubMed, and ProQuest. Google Scholar search was conducted to complete the search and ensure the tracking of the gray literature. Also, relevant sources, references, and reference lists of the related articles were reviewed. The studies were searched from April until August 2022 and finally the content analysis of the findings was done. Two reviewers independently assessed the quality of included studies. Data were extracted using the Joanna Briggs Institute (JBI) checklist tool. Of the 1439 records, 13 studies met the inclusion criteria. This study identified three main categories of factors affecting knowledge sharing in knowledge networks and COPs as individual factors, organizational, and structural. The results showed that knowledge networks provide opportunities to overcome professional barriers and complex systemic challenges and lead to knowledge sharing and exchange among scientific specialists. This article has important implications for managers, health policymakers, and academics who wish to expand knowledge sharing of scientific specialists through knowledge networks and CoPs in knowledge-based organizations.

Organizational Barriers of a Knowledge-Based Organization in the Aspect of Sustainable Creativity Development

The turbulence of the organizations’ environment significantly affects the functioning of creative knowledge-based organizations. Changes that occur in this broadly understood environment are often unpredictable, so it is impossible to prepare for them. Therefore organizations must creatively use their knowledge in their response to these changes. Bearing the above in mind, the issue of organizational barriers of sustainable creativity development in knowledge based organizations seemed to be worth the research effort. The paper analyses, synthesizes and compares the theory (regarding the essence of a knowledge-based organization, the sustainable development of creativity in organizations and the barriers that hinder this development), processes empirical data, verifies hypotheses, and provides conclusions and suggestions for knowledge based organizations (both those taking up and not taking creative activities) regarding the minimization of barriers affecting the sustainable development of creativity. The empirical analysis uses the Spearman correlation coefficient, Chi-square test, Mann-Whitney test, W Wilcoxon’s test and simple rotation factor analysis. The results of the research showed significant differences in the following barriers of sustainable creativity development: lack of knowledge on the organization’s vision, goals and plans, poor financial condition of the organization, and fear to present own ideas. Subsequently, with use of appropriate statistical apparatus, the 28 primarily defined barriers were turned out to into the six heterogeneous category – groups of the barriers limiting the sustainable development of creativity in knowledge-based organizations. The results of the study made it possible to identify areas the improvement of those may allow for more effective development of the organization in the scope presented in the paper. The article ends with recommendations that respond to the barriers with the strongest negative impact on the sustainable creativity development.

Evaluation chain management model with emphasis on intellectual capital using blockchain technology

Purpose: The main purpose of this paper is the evaluation of the chain management model with an emphasis on intellectual capital in knowledge-based organizations using blockchain technology. Research methodology: First, by reviewing previous studies and researches, the framework for readiness to accept blockchain was extracted. Then, the different areas of the value chain of knowledge-based organizations were identified. Then, a questionnaire for pairwise comparisons was distributed using a hierarchical approach. Finally, the TOPSIS questionnaire was distributed to rank the 5 identified areas of activity in the value chain and knowledge management of knowledge-based organizations. Semi-structured interviews with the organization's experts have been used to explain the promising methods in the organization further to improve the efficiency of blockchain acceptance and meaningful research orientations for researchers. Results: These findings include the undiscovered potential of knowledge sharing and collaboration networks, the expected evolutionary stages of the Internet of Things, and eliminating intermediaries that lead to new business models such as token building and short-term rather than long-term relationships. Obstacles include staffing problems, legal uncertainty, loss of infrastructure and standardization, and unclear governance structures. Improving smart contract security and interoperability between private and public protocols will further expand technolog Contribution: The application of blockchain technology in the field of knowledge and intellectual capital management, due to the promotion of key indicators such as improving security in the context of non-forgery, unchangeable information, tracking, decentralization, and transparency, leads to the application of this technology in knowledge and intellectual capital management.

Presenting an Effective Motivational Model on the Knowledge Acquisition Process Using Fuzzy Best-Worst Method (FBWM)

In the knowledge economy, knowledge-based organisations, in particular, open a special account for their employees. Knowledge acquisition is important for organisations, because it enables them to improve their skills and creates value, credibility and competitive advantage. This research has been made to identify the motivational factors effective for knowledge acquisition and prioritise these factors, as well as providing a framework for managers to enable knowledge sharing from knowledge workers and increase their desire to overcome current problems. The organisation has been paid. The statistical population of the research is 300 managers and experts in the automotive industry, and in this research, the opinions of 20 experts have been used to analyse the results. The results were analysed using the fuzzy technique to answer the research questions. The calculations obtained by applying the proposed method show that among the six factors affecting knowledge acquisition, Behavioural factors, with a weight of 0.296, have the most impact on knowledge acquisition compared to other factors. After that, the factor of Information Technology in the organisation, with a weight of 0.17, is in second place concerning the level of influence on knowledge acquisition. Also, the Organisational Learning Criteria are ranked third with a weight of 0.165. And the factors of Organisational Culture, Reward and Structure are placed in the next priorities with weights of 0.153, 0.094 and 0.121, respectively.

Are You So Good That They Cannot Ignore You? Effect of Coworker Support on Knowledge Sharing Through an Affective Events Theory Perspective

Drawing on affective events theory, this study considers knowledge sharing as an outcome of emotional responses resulting from an individual’s experience of workplace events. This study aimed to empirically examine how coworker support as a work event encourages employees’ knowledge contribution and knowledge-seeking behaviors through feelings of vitality. A structured, questionnaire-based survey was administered to 430 employees of knowledge-based organizations in India. The retrieved data were further analyzed using structural equation modeling. The results indicate that perceived coworker support positively influences the knowledge contribution and knowledge-seeking behavior of individuals in the workplace. Furthermore, vitality mediated the positive association between perceived coworker support and knowledge sharing. This implies that the perception of coworker support in the workplace augments employees’ feelings of vitality, which further motivates them to contribute to and seek knowledge from coworkers. Therefore, this study critically underscores the existence of a “performance loop” in knowledge sharing, as coworkers find it difficult to bypass an employee because of their outstanding performance and the fact that the same virtuous cycle elicits greater knowledge sharing by coworkers. Such perceived goodwill makes employees so good that they cannot be ignored within an organizational setting. This is a pioneering study investigating how coworker support in the workplace stimulates knowledge sharing among employees by considering the mediating effect of feelings of vitality. This study also contributes to the positive psychology and knowledge management literature by revealing the implications of vitality for extra-role behaviors such as knowledge sharing.

The Influence of Ambidextrous Knowledge Search on Technological Innovation: The Mediating Role of Knowledge Base

As an effective means of acquiring knowledge resources, knowledge search is an important driving force for enterprises to obtain competitive advantages. Based on ambidextrous theory, organizational search theory and knowledge base theory, this study constructs a theoretical framework for the effect of ambidextrous knowledge search on technological innovation performance. And empirically tests the mediating mechanism of knowledge base with the data of knowledge-intensive enterprises. The results show that both exploratory and exploitative search have positive effects on technological innovation performance, and significantly, the positive impact of exploratory searches was higher than that of exploitative searches. Moreover, the balance and combination of knowledge search have a significant positive impact on technological innovation performance respectively. However, the effect of combination is stronger when two search dimensions are considered at the same time. There is a mediating effect between ambidextrous knowledge search and technological innovation performance. Specifically speaking, knowledge base plays a complete mediating role for ambidextrous balance whereas a partial mediating role for ambidextrous combination. The conclusions reveal the mechanism of ambidextrous knowledge search, which can provide a certain theoretical guidance for enterprises to search external knowledge and improve innovation practice.

Organizational Justice and Employee Retention: A Theoretical Framework for Malaysian and Indonesian Higher Learning Institutions

Employee retention has emerged as a pressing concern within knowledge-based organizations due to the non-substitutability of individual abilities and their substantial influence on organizational achievements. Therefore, the retention of proficient staff is a crucial strategic approach, particularly for Malaysian and Indonesian Higher Learning Institutions (HLIs). Thus, this study seeks to understand the antecedents that could influence HLIs’ workforce retention. To achieve the objective, a content analysis approach is used to discover potential antecedents of fairness that affect HLIs’ workforce retention. The Organizational Justice Theory is then employed as the theoretical foundation to examine and synthesize the antecedents. Three antecedents are addressed during the examination and discussion: distributive justice, procedural justice, and interactional justice. Through this, three organizational justice propositions are offered, and the framework developed in this conceptual study highlights the retention practices and instigators. This study's conceptual nature provides preliminary insights into the employees’ retention experience in the Malaysian and Indonesian HLI context. This study contributes to the body of knowledge by illuminating the antecedents that promote employee retention, resulting in a practical framework that can be used by the HLIs to formulate strategies and policies to reduce the financial and business risk due to the high employee attrition rate. Subsequently, achieving the United Nations Sustainable Development Goals of good health and well-being (Goal 3) and quality education (Goal 4).

The growth of hierarchy in organizations: Managing knowledge scope

AbstractResearch SummaryTheory posits hierarchy as a response to coordination challenges and emphasizes organization size and the need to transfer knowledge as the mainspring of these challenges. This connection, however, is largely based on the quantity of knowledge to be transferred rather than its characteristics. Building on the knowledge‐based view, we propose that knowledge scope—the variety of knowledge across an organization's members—affects coordination costs and hierarchy expansion. Using an economy‐wide database from Brazil, we show that firms are more likely to expand their hierarchy when knowledge scope increases. This effect varies with firms' capacities to manage knowledge; firms whose employees perform more similar tasks or have shared experience at previous employers are less likely to expand hierarchy in response to increases in knowledge scope.Managerial SummaryGrowing organizations often struggle to coordinate the work of their employees within their current organizational structures. We distinguish coordination problems generated by increased size from problems generated by expanding the variety of knowledge used and argue that both spur organizations to hire additional managers. Using a database of Brazilian startups, we show that a greater variety of knowledge used is associated with the expansion of hierarchy. Additionally, we find that organizations whose employees have more shared work experience have a greater ability to coordinate and thus delay the expansion of hierarchy. Overall, our results show the importance of the characteristics of an organization's knowledge base for organizational structure and suggest building teams with shared experience can enhance an organization's ability to adapt to coordination challenges.

Employees’ Motivation in Knowledge-Based Organizations in the IT Industry

Abstract Employees’ motivation is, probably, the biggest and most profound concern of managers today. Considering the constant changes of the marketplace, along with the attrition rates nowadays, we can easily understand why this matter is of high importance. But how did the study of motivation evolve throughout time and what stage has it reached today? From Maslow and the Pyramid of Needs to Herzberg and the Two-Factor Theory, McGregor and the X and Y Theories or McClelland and his Need for Achievement Theory, the matter of motivation has long been debated and researched. The present scientific paper aims to analyze how today’s employees in knowledge-based organizations find job satisfaction, what helps them feel motivated and the way in which the management and the organizations can influence the level of job satisfaction and motivation for the employees working in the IT industry. Generations evolve and so do their expectations of what a workplace should look like. For the employees working in the IT industry, the autonomy, and the learning opportunities they could have while doing their job are at least as important, or perhaps more important than their level of satisfaction with the financial benefits offered by companies. The research methodology of the present paper is based on literature review, and the objectives are related to describing the knowledge-based organizations and how they differ from other types of organizations, analyze the evolution of motivation theories over time, presenting the IT industry and its specifics for the motivation of employees in this field.

DIMENSIONS OF PROXIMITY IN STAKEHOLDER CHOICE REFLECTED IN THE CREATION OF KNOWLEDGE-BASED INNOVATION ECOSYSTEM PARTNERSHIPS

AbstractIn order to better understand the stakeholder choices of knowledge-based organisational actors, this study focuses on a novel application of Huber's (2012) dimensions of proximity salience, namely spatial proximity, social proximity and cognitive proximity. The population of the study is made up of knowledge-based organisational actors involved in developing an innovation ecosystem, in terms of stakeholder network creation. The extent to which the three proximity dimensions of stakeholder salience is evident in the stakeholder choices of these innovation-focused actors seeking knowledge-based collaborators is explored. Our findings show how various forms of proximity prompt the decision of who to work with among a diverse population of experts involved in building a cross-national innovation ecosystem. The various explanations that motivate stakeholder choice matched Huber's proximity dimensions. The findings provide new insight into stakeholder choice among knowledge-based organisations, and highlight a new proximity dimension indirectly linked to cognition proximity. Termed the “potential proximity” dimension, it involves attraction to stakeholders that represent strategic value.

A study on the effects of college students' knowledge-sharing behavior on group performance and individual social status.

Universities, as typical knowledge-based organizations, engage in various knowledge management activities, including knowledge acquisition, storage, application, and innovation. This research focuses on applying organizational knowledge management principles to college student groups in universities, aiming to explore the current state of knowledge-sharing behaviors within these groups and investigate the relationship between group performance, individual social status, and knowledge-sharing behaviors. A sample of 497 college students from six universities in China was randomly selected, and an econometric analysis using structural equation modeling was conducted with SPSS21.0 and AMOS21.0 to examine their knowledge-sharing behaviors, individual social status, and group performance. The findings reveal that individual knowledge-sharing behavior significantly influences the knowledge sharing behavior of others and the recognition received by the sharer. Moreover, the knowledge-sharing behavior of others positively contributes to group performance, while recognition from others enhances the social status of the sharer. Furthermore, the knowledge-sharing behaviors of others mediate the relationship between individual knowledge-sharing behaviors and group performance, while others' recognition of the sharer mediates the relationship between individual knowledge-sharing behaviors and the sharer's social status. This study provides valuable theoretical guidance for organizational knowledge management and the development of college students' learning abilities, establishing a crucial foundation for comprehensive, scientific, and standardized student management. Overall, this research contributes to understanding the dynamics of knowledge sharing among college students and highlights the importance of incorporating knowledge management principles in educational settings. The findings underscore the positive impact of knowledge sharing on group performance and individual social status, emphasizing the need for effective knowledge sharing practices to enhance student management in higher education institutions.

What do We Know about Vision? A Sustainability Lens

Given the paucity of knowledge on sustainability-related organizational vision, the present study’s objective is to examine the current state of the organizational vision knowledge base with a sustainability focus. It adapts the Integrated Systematic Literature Review approach. Five hundred and four journal articles from Scopus between 1981 and October 2022 are identified and reviewed. Influential journals, scholars and documents concerning organizational vision in the sustainability context are identified, along with four schools of thought on Organizational Vision: Vision Component, Vision Motivation, Transformational Vision and Educational Vision. Overall, findings suggest that organizational vision scholars have focused their efforts on organizational vision in a way that leads to organizational productivity as opposed to sustainability productivity. This knowledge gap is fundamentally critical for sustainability scholars and practitioners alike since (a) organizational culture with vision as a core component is a pre-condition for sustainable enterprise development and (b) sustainability transformations are fundamental changes in cultures that move socio-technical systems toward sustainable production and consumption. Drawing from the identified body of knowledge, a model linking organizational vision and sustainability-related organizational performance is derived as a major contribution of the present study. The model explains how vision components theoretically lead to improved sustainability performance, followed by theoretical, empirical and practical implications as significant contributions to the field of corporate sustainability.

Organizational citizenship behaviour on organizational performance: A knowledge-based organization

In the modern business environment, organizations are more than ever faced with the need for continuous improvement and innovation because of high complexity, dynamism and uncertainty. It is well established in literature that organizational citizenship behavior is one of the leading causes for the improvement of organizational performance. The purpose of this paper is to explore the impact of organizational citizenship behaviors on organizational performance. It also investigates if employees’ performance can be considered as a human resource management to achieve organizational success. Our contribution is to explore rule of organizational citizenship behavior dimensions including conscientiousness, altruism, courtesy, sportsmanship and civic virtue on organizational performance. This study has used quantitative research methodology wherein the data have been collected from 285 employees in a knowledge-based organization in Iran using survey questionnaire as well as SPSS software to analyze the collected data. The results showed that organizational citizenship behaviors have significant positive influence on organizational performance. The implications of the study can be used by practitioners to maintain employees’ positive reactions to improve by considering organizational citizenship behaviors as a tool to enhance organizational performance.

Strategies and Consequences of Developing Fluid Capacity of Human Resources in Maskan Bank

Objective: This study aimed to examine the strategies and consequences of developing the fluid capacity of human resources in Maskan Bank. Method: The current research method was mixed (qualitative-quantitative) and applied in nature. The qualitative section's population included academic experts and specialists in the field of human resources, while the quantitative section involved managers, experts, and employees of Maskan Bank. In the qualitative part, a purposive sampling method was used, and in the quantitative research, stratified random sampling was employed. The research instruments in the qualitative part consisted of semi-structured interviews, and in the quantitative part, a questionnaire based on qualitative findings was used. The validity of both sections of the study was assessed through a face validity method. For analyzing the findings, coding method was used in the qualitative part, and structural modeling and confirmatory factor analysis were applied in the quantitative section, using LISREL and SPSS24 software. Findings: The findings showed that the strategies (including customer satisfaction, creating competitive advantage, strengthening financial and economic structure, improving productivity, enhancing human resource empowerment, job independence of employees, and realizing the bank's macro goals and strategies) explained 58% of the variance, and the consequences (knowledge-based organizations, enhancing specific knowledge and skills, updating banking knowledge, creating added value, expanding an effective work environment, creating learning networks, and attracting competent human resources) explained 54% of the variance in developing the fluid capacity of human resources (P<0.05). Conclusion: Based on the results, it can be said that the development of the fluid capacity of human resources in Maskan Bank is influenced by both strategies and consequences; therefore, banking system planners can consider these factors for further improvement of the bank.

Actualities and pragmatic perspectives of total quality management in the automotive knowledge-based organization

In the context of sustainable development and continuous improvement, it can be stated that the implementation of an integrated quality management in a modern organization can only be achieved under the conditions of implementing a series of concepts, among which we can mention knowledge management, total quality management, Kaizen management and related standards, quality management strategies and policies but also quality management techniques, methods, and tools. The scientific paper presents an own point of view regarding the pathway for a sustainable implementation of the previously presented concepts in an organization in the automotive field. The aspects identified in a real organization in the automotive industry are presented as well as the way considered to be possible to implement so that the organization can be considered a knowledge-based organization. In this context, the role of management in the organization is extremely important and value analysis becomes a priority. The main objective of the scientific paper is to propose a certain way of managerial thinking so that those interested can apply the quality management strategies and policies proposed for the sustainable implementation of total quality management within an organization based on knowledge in the automotive field.

Creating A Competitive Advantage For Universities Through Knowledge-Based Strategic Assets Management

This study aims to identify and analyze strategic assets for universities and explain the role of leadership in maximizing the use of these assets as a competitive advantage through knowledge management practices. As a non-profit organization, universities live in a competitive world of higher education services. Theoretical and practical studies prove that intense competition will be won by organizations that have a sustainable level of competitive advantage, not temporary competitive advantages. In order to identify strategic assets for higher education institutions, this study assumes that all knowledge-based assets are strategic assets that add value to the organization and improve organizational performance. The role of higher education as a knowledge-based organization that nurtures diverse knowledge and as a producer of reliable human resources in the scientific field establishes knowledge-based assets or intellectual capital as the strategic capital of universities. The research population are the leaders of universities in East Java, both state universities and private universities. The sample was determined based on the purposive random sampling technique, namely by selecting the leaders of universities with a rating (AIPT) of at least B or Good, totalling 113 people. The criteria are set with the assumption that the university leadership has implemented knowledge management. Data were collected by distributing questionnaires and analyzed using SEM-PLS. Research is useful both theoretically and practically. At the theoretical level, a strategy for managing intellectual capital is formulated as a strategic asset, while at the practical level it can be carried out by university leaders.
 Keywords: Intellectual Capital, Knowledge Management, AIPT, Competitive Advantage

Big Five Personality Traits and Knowledge Sharing Intentions of Academic Librarians

PurposeKnowledge sharing among individuals is very crucial for greater creativity and enhancing performance in knowledge-based organizations. The present study investigates the association of Big Five personality traits and the knowledge sharing intentions of university librarians in Pakistan. MethodologyBased on quantitative design, this study employs survey research method. The Big Five personality inventory designed by John and Srivastava (1999) was adopted, while measurement items related to knowledge sharing intentions were developed with the help of the existing literature. The population of the study comprised library and information science professionals working in the university libraries of Sindh and Khyber Pakhtunkhwa (KPK). A census sampling method was used for collecting data and 103 dully filled questionnaires were received. FindingsThe results indicated that agreeableness and openness to experience positively while neuroticism negatively influenced the university librarian’s knowledge sharing intentions. However, conscientiousness and extraversion personality traits were found to be insignificant predictors of the same. OriginalityThis study is first of its nature which highlights the significant personality features contributing towards KS intentions in academic libraries from a developing country’s perspective.