Knowledge Management Services Research Articles

Knowledge Management for Service and Maintenance on the Distribution Grid—Conceptualizing an Assistance System based on a Large Language Model

Knowledge Management for Service and Maintenance on the Distribution Grid—Conceptualizing an Assistance System based on a Large Language Model

Knowledge Management and Organizational Quality Service Delivery: A Survey of Selected Fast Food Outlets in Yenagoa Metropolis, Bayelsa State

Knowledge management comprises the processes of knowledge acquisition, knowledge sharing, and knowledge application that an organization employs to recognize and record knowledge, lessons learned, or best practices This study set out to ascertain the significance of knowledge management and organizational quality service delivery; a survey of selected fast food outlets in Yenagoa metropolis, Bayelsa state. To this end, a descriptive survey research design methodology was applied to scrutinize and give analytical views on existing works of literature and concepts surrounding the role the significance of knowledge management and organizational quality service delivery; a survey of selected fast food outlets in Yenagoa metropolis, Bayelsa state. Knowledge acquisition and organizational innovativeness have a considerable association, according to a detailed data analysis of the study's many components. Furthermore, the research shows a strong connection between organizational innovation and knowledge storage. The results of the study also revealed a strong link between organizational innovation and information distribution. The study also found a strong link between knowledge application and business innovation within organizations. In other words, the study found that management should be skilled at translating new and/or enhanced products, services, and strategies from acquired knowledge and expertise. In view of the above, the study concluded that competitiveness can only be achieved through innovation when the organization can successfully acquire, store, disseminates and applies knowledge. The study recommends thus; fast food outlets should create different mechanisms that will facilitate the acquisition of Knowledge from both internal and external sources. Fast food outlets through flyers and handbills should inform the public on their products.

Emotional Intelligence, Teamwork and Knowledge Management: A Causal Model on Public Service Motivation among Healthcare Workers in Region XI


 Purpose: Public service motivation, a pivotal factor in driving healthcare professionals to contribute to societal welfare, faces significant threats (Perry & Vandenabeele, 2015; Perry & Ritz, 2022). Globally, healthcare workers grapple with issues like staff shortages, excessive work hours, and escalating stress levels, culminating in burnout and a potential decline in service quality (Buchan, 2020; Agence France-Presse, 2021; Mendoza, 2021; Irandoost et al., 2022; Vejdani, 2021). It is for this reason that this study is conducted to establish a structural equation model of public service motivation by developing a theoretical framework explaining the relationships between various factors contributing to public service motivation, such as emotional intelligence, teamwork, and knowledge management.
 Materials and Methods: Four hundred forty three healthcare workers were selected through proportional stratified sampling. A validated and approved adapted survey questionnaire was disseminated through google form. This study was a quantitative, descriptive research project using structural equation modeling approach. Understandably, the data analysis used mean and standard deviation, Pearson r, multiple regression analysis, and structural equation modeling techniques to test the proposed theoretical framework and identify the relationships between the different constructs. IBM SPSS was utilized to analyze the data.
 Findings: The healthcare workers have a high level of emotional intelligence, teamwork, knowledge management, and public service motivation. There is a significant correlation between the exogenous and endogenous latent variables. In the context of this study on Public Service Motivation, Model 5 has been designated as the best-fit model based on rigorous statistical validation and theoretical consistency. Under emotional intelligence, Appraisal and Expression in the Self and Regulation of Emotion remained. In Teamwork, Mutual Support and Team Structure remained. In Knowledge Management, Training and Mentoring, Knowledge Capture, Incentives, Leadership, and Policies remained, and under Public Service Motivation, Self-sacrifice, and Commitment to Public Interest remained in the model. Therefore, the findings of the study would be not only for the government health care workers but for the private as well. 
 Recommendations: Healthcare workers must be provided with training programs focused on improving emotional intelligence which can equip them with the skills to understand better and manage their emotions, improving job satisfaction and motivation; regular team-building activities to enhance collaboration, improve communication, and foster a supportive work environment; and create a knowledge-sharing system, promoting continuous learning, and providing regular training updates. In addition, they must be a system to Recognize and reward healthcare professionals for their efforts and promoting a healthy work-life balance, providing mental health resources, and ensuring manageable workloads to help maintain their high motivation levels. In Portugal, it is valuable for healthcare workers to attend to training programs to capacitate them as professionals (Amaral et al., 2022). Finally, policy makers must revisit existing systems and practices on public service motivation to be able to assess what needs to be developed for policy improvement.

Business Continuity Innovation in Disruption Time: Sociotechnical Systems, Business Analytics, Virtual Business, and Mediating Role of Knowledge Absorptive Capacity

The continuity strategy of business innovation to deal with the disruption condition, it is still many to be designed and explained. Referring to a sociotechnical systems (STSs) approach, this article conceptualizes and practically examines the business analytics, virtual business, and knowledge absorptive capacity that increase and produce the continuity capability of business innovation in uncertain business environment (e.g., COVID-19). We used SmartPLS to empirically evaluate the model based on 145 companies in a developing country of Indonesia that is currently under high disruption. Drawing a technical perspective, business analytics has successfully enhanced business continuity innovation and knowledge absorptive capacity. In a socio perspective, knowledge absorptive capacity significantly produces business continuity innovation. Business continuity innovation suffers if firms adopt virtual business without increasing their knowledge capabilities. Furthermore, mediating effects present higher support from management level to knowledge absorptive capacity strategy, a bigger impact for business analytics, and virtual business to improve and increase the goals opportunities of business continuity innovation. A novel contribution is the integration of STSs (business analytics, virtual business, and knowledge absorptive capacity) that drives business continuity innovation to deal and recover from uncertain environment. Our efforts also align several fields such as information technology-business alignment strategy, knowledge management, and knowledge-business services. Future research would be worthwhile and interesting whether our framework will suitable to different companies/respondents, business context, industry area, and crisis condition.

Legal knowledge management for prosecutors based on judgment prediction and error analysis from indictments

Legal AI aims to provide improved knowledge management services based on legal documents. Existing legal judgment prediction datasets mainly use court verdicts. However, for prosecutors, the use of indictments for judgment predictions can help detecting inconsistencies between predictions and prosecution, providing prosecutors with more accurate references to laws and charges through error analysis. In this study, we collect a dataset called TWLJP, which contains 342,754 indictments. We compared three possible messaging passing architectures among the law, regulation, and accusation cause prediction tasks, i.e. independent, topological, and interactive. The result shows that interactive message passing among the three tasks achieved the best Macro-F1 performance of 95.2 %, 79.62 %, and 65.84 % for laws, regulations, and accusation cause prediction, respectively. We further improve the prediction of accusation cause from 8.8 % macro-F1 to 62.3 % for underperformed accusation causes via Prompt-Based Learning. Finally, in view of the situation where the charge prediction are written in various ways, we adopted a lenient approach to assess the accusation and improved the accusation performance to 77.2 %.

Examination the effects of organizational innovation and knowledge management strategy in information technology companies in R&D departments on service quality and product innovation

PurposeThe purpose of the article is to examine the concepts of knowledge management strategies, innovation and service quality in information technology companies that have research and development (R&D) departments in the technoparks of research universities.Design/methodology/approachThe research was carried out in information technology companies with R&D departments in the technoparks of universities. Due to the “innovation” focus of the research, 302 engineers were selected by random sampling from engineers working in information technology companies in technoparks, and the prepared scale was sent to them via e-mail. In total, 302 units of data were subjected to path analysis and mediation effect analysis using the SmartPLS program.FindingsIn the research, it is supported by hypotheses that both knowledge management strategies and organizational innovation have a positive effect on the success of service quality and product innovation in information technology companies with R&D departments. At the same time, it can be explained as a result of analysis that innovation capability has both an independent and an intermediary variable effect.Research limitations/implicationsConsidering the limitations of the research, it is not correct to generalize the results of the analysis because the research was conducted only in information technology companies located in technoparks, and the data were collected from engineers working in these companies. For this reason, it is recommended that similar studies that are planned to be conducted in the future should do their research by taking this situation into account. At the same time, it is recommended to carry out future studies in different sectors and to bring the results obtained to the literature by comparing them.Practical implicationsThe importance of information is increasing in technology-oriented companies where competition is increasing. Companies that cannot go beyond imitation or offer similar products and/or services cannot compete with their competitors in a competitive environment. The fact that companies can be successful in a competitive environment is supported by hypotheses as a result of the analysis that they need to develop organizational innovation and knowledge, as well as develop innovation capability at the same time.Originality/valueThe research is an original study in terms of examining the R&D departments of information technology companies operating in the technoparks of universities. Innovation and knowledge management strategies are examined within the scope of the research model by collecting data from information technology companies with R&D departments.

Knowledge Management and Academic Service Quality on Organization Performance

Knowledge management (KM) in education is considered an approach that enables people to collect information, share and use knowledge to improve organizational performance through educational programs, student outcomes, and effective decision-making of work processes. Organizational performance in the university includes student satisfaction, research productivity, curriculum, academic staff responsiveness, and research rankings. KM through the adoption of advanced technology enables organizations to implement better processes, strong and good collaborative structures, knowledge and information sharing, and problem-solving tools. However, limited studies examine the determinants of the KM process and their relationship to university performance through academic service quality from an educator's perspective. In this study, we proposed a theoretical research model to investigate the determinants of the KM process and examine its relationship to university performance through academic service quality. Data collected from 71 academic staff in universities were used to test the hypotheses with structural equation modelling – Partial Least Square. The results showed information technology and culture have a positive impact on the KM process. Quality of academic services partially mediates knowledge management and university performance. KM process and quality of academic services determine and influence organizational performance substantially (f-square=77.6 %). Finally, among the KM processes, knowledge discovery was found to have the highest effect size on organizational performance. However, KM enablers consisting of rewards & incentives, and organizational support were not proven to influence the KM process. Both culture and IT capabilities must be considered by universities in supporting the KM process and building a culture that supports sharing and utilizing knowledge in every task. Additionally, this capability can help improve the quality of academic services which leads to increased organizational performance.

Knowledge Management Practices (KMP) in University Libraries in Nigeria: Connecting and Inspiring Librarians for Professional Development

Academic libraries worldwide provide knowledge management (KM) services to support university research activities, while some librarians are slowly implementing knowledge management practices. The paper examined librarians’ perception of knowledge management in Nigerian university libraries and discovered that they perceived it positively. It also identified KM practices in Nigerian university libraries, such as brainstorming, knowledge sharing and mentoring. However, these practices were not recognized as KM practices and were not officially documented as such. Furthermore, the paper also revealed that the effects of KM on the professional development of academic librarians were positive. Therefore, the researchers proffer some recommendations to enhance KM practices in Nigerian university libraries.

Improving Library Service Delivery by the Instrumentality of Knowledge Management Practices: A Critical Review

Purpose: The paper critically examines the nexus between Knowledge Management Practices (KMP) and service delivery in libraries through a detailed review of relevant literature. Special attention was placed on university libraries given their relatively robust system and structures for KMP. The paper also explores how the Socialization, Externalization, Combination and Internalization (SECI) model of Knowledge Management (KM) serves as a tool for the improvement of service delivery in libraries. Method: The approach employed in this study is the critical review of literature. Result: The effective management of knowledge reflected in its creation, organization, sharing and use significantly influences service delivery in libraries. Also, the paper revealed that the SECI model serves as an effective guide in adopting KMP for the improvement of service delivery in libraries. Conclusion: KMP is an influencing factor in the improvement of service delivery in libraries regardless of their type and size.

Collected worker experiences, knowledge management practices and service innovation in urban Norway

AbstractKnowledge‐intensive services firms prefer to locate in cities that provide access to rich information flows and abundant opportunities for learning‐by‐recruiting. Focusing specifically on such locations, this paper explores how innovation is associated with work experiences “collected” by employees through their recent career paths and the implementation by current employer firms of practices to manage knowledge. Strong complementarities are found using a unique Norwegian dataset: The statistical association between practices and innovation outcomes depends strongly on variety of experience‐knowledge among employees. Conversely, while said variety does not affect innovation in the absence of dedicated practices, it strongly does in their presence.

Is there a role for an embedded knowledge specialist in an organisation like an Academic Health Science Network? A retrospect of a one year pilot

Health Education England advocates for the introduction of more embedded knowledge specialist roles within healthcare organisations to save healthcare staff time ensuring that evidence from research, examples of good practice and learning from staff know-how and organisational knowledge are used to inform policy and practice. In 2020, a pilot was established to explore how a knowledge specialist role could bring benefits to the specialist business of an Academic Health Science Network in the South West of England. Using the structure of a retrospective learning after technique, this paper explores the rationale for the pilot, considers what was actually achieved despite the COVID-19 pandemic and examines reasons for successes and disappointments. Four key lessons are gathered that can be applied by anyone introducing a new knowledge management or embedded knowledge specialist service. The study concludes by outlining the unique contribution that an embedded knowledge specialist brings to the team to produce a tailored knowledge management service that saves staff time, keeps staff informed and connected while evolving to meet the ever changing priorities of complex healthcare organisations.

User participation, knowledge management capability and service innovation: e-commerce enterprises in the digital age

PurposeDespite the fact that user participation (UP) has been highlighted as an important aspect in innovation, previous findings on its relationship with service innovation performance (SIP) are inconsistent. This study aims to investigate the relationships among UP, knowledge management capability (KMC) and SIP, especially in the digital age, inspired by the theories of knowledge-based and absorptive capacity.Design/methodology/approachBased on a sample of 252 Chinese e-commerce enterprises, this study adopts a hierarchical regression analysis and bootstrap method to test the theoretical framework and research hypotheses.FindingsUP and KMC have positive effects on SIP, respectively. KMC plays a mediating role in the effect of UP on SIP. Furthermore, the intermediary role of KMC varies in different sub-paths between UP and SIP.Originality/valueFirst, this study provides some explanations for inconsistent arguments on the relationship between UP and service innovation. Second, with the consideration of specific dimensions of UP and SIP, the mediation role of KMC varies in different sub-paths has been recognized, which provides a deeper understanding of the relationship between UP and SIP. Third, this study opens the discussion about how to realize SIP more effectively in the digital age, advancing theoretical and practical developments on service innovation.

Knowledge Management Processes and Service Innovation: Key Insights from Saudi International Airports

This study aims to examine the influence of knowledge management processes and organizational creativity on service innovation for international airports in Saudi Arabia. A questionnaire was used to collect data from a convenient sample of 315 respondents. The results extend the “spiral” knowledge assumption to include knowledge sharing and application processes. The study finds that knowledge creation has a significant positive impact on knowledge sharing, which in turn influences knowledge application. Moreover, knowledge management processes have a significant positive impact on organizational creativity, whereas organizational creativity does not have any impact on service innovation.

Understanding knowledge exchange processes among diverse users of coworking-spaces

PurposeCoworking spaces use the idea of spatial co-location that improves communication and knowledge sharing among independent knowledge professionals. Fluid work structures and a sense of community can facilitate work satisfaction, creativity and entrepreneurship. Fundamentals to those positive outcomes are the knowledge sharing processes between users of coworking spaces. The purpose of this study is to explore the knowledge sharing processes in this setting where researchers still have very little understanding.Design/methodology/approachBased on an inductive research methodology, qualitative data were collected through observations and interviews with a variety of users (including freelancers, entrepreneurs and firms) incumbent in various coworking spaces in Germany.FindingsCo-location of individuals in coworking spaces is first about physical proximity and second about socialization and collaboration opportunities, which then advance cognitive proximity. Thus, co-location can facilitate tacit knowledge exchange, ignite the social disembodiment of ideas, synthesize domain-related knowledge sharing and promote inter-domain learning. The institutionalization of knowledge management services will allow coworking spaces to increase these positive outcomes.Practical implicationsFindings of this study are interesting for managers of shared spaces and traditional firms that use spatial co-location. The authors propose institutionalized knowledge management services to enable multifaceted and multidisciplinary knowledge creation in organizations.Originality/valueThis paper sheds light on the role of spatial co-location in knowledge sharing processes among independent knowledge professionals in shared office spaces. Thereby, this study provides valuable insights into a phenomenon that has received little attention even though its practical importance is high.

Knowledge management based collaboration moderator services to support SMEs in virtual organizations

Collaboration Moderator Services (CMS) are discussed as a Knowledge management service for SMEs operating in a virtual organization (VO). In this research, a CMS supports the pre-creation stage of a VO by quickly identifying potential business opportunities and collaborative partners. Text mining techniques are used to analyze calls for tender documents based on the competencies and areas of interest stored in the shared information about companies in a collaboration pool. A case study of UK-based SMEs demonstrates the application of text mining as a knowledge discovery tool, supporting SMEs at the pre-creation stage of a VO. Results show that text mining can be used to (1) identify possible business opportunities for SMEs in the collaborative network (2) Indicate potential collaborations between pairs of SMEs using link analysis and (3) Raise awareness of business opportunities and possible SME partners for multi-enterprise collaborations using a dimensional matrix.

Integrating wearable technology products and big data analytics in business strategy

PurposeThis study aims to explore the impact of the adoption of wearable technology products for Indian health insurance firms. It identifies the key dynamic capabilities that health insurance firms should build to manage big data generated by wearable technology so as to attain a competitive advantage.Design/methodology/approachA qualitative exploratory study using in-depth personal interviews with 53 Indian health insurance experts was conducted with a semi-structured questionnaire. The data were coded using holistic and pattern codes and then analyzed using the content analysis technique. The findings were based on the thematic and relational intensity analysis of the codes.FindingsAn empirical model was established where all the propositions were strongly established except for the moderate relationship between wearable technology adoption and product innovation. The study established the nature of the interaction of variables on technology policy, organizational culture, strategic philosophy, product innovation, knowledge management and customer service quality with wearable technology adoption and also ascertained its influence on firm performance and competitive advantage.Research limitations/implicationsFrom a dynamic capabilities perspective, this study deliberates on wearable technology adoption in the health insurance context. It also explicates the relationship between the variables on technology policy, organizational culture, strategic philosophy, product innovation, knowledge management and customer service quality with wearable technology adoption on firm performance.Originality/valueThis study is one of the first studies to add the context of wearable technology and health insurance to the existing body of knowledge on dynamic capabilities and sustainable competitive advantage for the service sector. It would help existing and prospective players in adopting or setting up appropriate business models.

The Impact of Knowledge Management Strategy on Service Innovation Performance in Private and Public Hospitals

The main objective of this research is to investigate the comparative effect of knowledge management strategy on the service innovation performance in public and private hospitals through the mediating role of knowledge management practices. Drawing in knowledge management theory, all the organizations require a suitable knowledge management strategy to perform successfully. Therefore, this research focuses on this under-researched subject. This research benefits from quantitative and hypothetical-deductive approach. The sample of the research includes 852 therapy sections of both public and private hospitals in Tabriz. The data was collected via research questionnaire. The data has been analyzed using structural equation modeling (SEM) methodology. The results indicate a significant positive relationship between the knowledge management strategy and the knowledge management practices. Moreover, the mediating role of knowledge management practices was confirmed in the relationship between knowledge management strategy and service innovation performance in public and private hospitals.

The Impact of Knowledge Management Processes on Service Innovation in International Airports in the Kingdom of Saudi Arabia

Purpose: The purpose of this study is to examine the impact of knowledge management processes on service innovation in international airports in the Kingdom of Saudi Arabia. Approach: The study applied a quantitative method to collect data via a questionnaire. A total number of 1493 questionnaires were distributed by two methods: 785 were paper copies and 708 online google forms. Out of 708 electronic questionnaires, only 85 were returned, while out of 785 paper-based questionnaires, 230 were collected. Results: The results showed that knowledge management processes (creating, sharing, and application) have a positive and significant impact on service innovation. Also, results showed that knowledge management processes (creating, sharing, and application) have a positive and significant impact on organizational creativity. Furthermore, organizational creativity acts partly as a mediator between knowledge management creation and service innovation. The results support the main role of knowledge management processes as a catalyst of knowledge-based innovation in Saudi international airports. Recommendations: Finally, the research recommends conducting such a study on airports in other countries in the GCC. Moreover, the study recommends building the capacity of human capital and to motivate employees to enhance organizational creativity in the airport sector. Originality: Developing and testing a new model that links knowledge management processes and organizational creativity with services in the GCC context.

Use of online learning for continuing professional education and development by german audit companies

This paper presents results of an empirical research project on the status of Online Learning from the Perspective of German Audit Companies (Big4 and Next10). The theoretical basis links elements of knowledge management and professional service firms (cf. Kuhnel, 2002; Farkas – Kuhnel, 2016). Results are based on interviews performed by the authors and representatives of the firms. Conclusions on the future structure of Continuing Professional Education or Development initiatives may be drawn from the study.

Legal Knowledge and Information at the Foreign and Commonwealth Office

AbstractIn this article Caroline Mack provides an introduction to knowledge and information management services in the Legal Directorate of the Foreign and Commonwealth Office. She describes the development of the organisation's library services in recent years, then traces the development of her own role from a Legal Librarian to a Knowledge and Information Manager. While continuing to maintain a print and electronic library service for its lawyers, the Legal Directorate has increasingly recognised the value of effective knowledge and information management in all areas of its work. The article outlines the decision to implement a Directorate-wide knowledge and information management Strategy and the impact this has had on its work. The article also considers how the provision of library and information services are affected by external pressures and events, such as the change in priorities brought about by the EU Referendum result.