Search results for: Customer knowledge

Authors: Pekka Makkonen, Georgios Lampropoulos, Kerstin Siakas

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This paper examines the impact of social media on knowledge work. It discloses and highlights which specific aspects, areas and tasks of knowledge work can be improved by the use of social media. Moreover, the study includes a survey about higher education students’ viewpoints in regard to the use of social media as a means to enhance knowledge work and knowledge sharing. The analysis has been conducted based both on empirical data and on discussions about the sources dealing with knowledge work and how it can be enhanced by using social media. The results show that social media can improve knowledge work, knowledge building and maintenance tasks in which communication, information sharing and collaboration play a vital role. Additionally, by using social media, personal, collaborative and supplementary work activities can be enhanced. Based on the results of the study, we suggest how knowledge work can be enhanced when using the contemporary information and communications technologies (ICTs) of the 21^st century and recommend future directions towards improving knowledge work.

Keywords: Knowledge work, social media, social media services, improving work performance.

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Authors: N.B. Adams

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This article discusses the concept of student ownership of knowledge and seeks to determine how to move students from knowledge acquisition to knowledge application and ultimately to knowledge generation in a virtual setting. Instructional strategies for fostering student engagement in a virtual environment are critical to the learner-s strategic ownership of the knowledge. A number of relevant theories that focus on learning, affect, needs and adult concerns are presented to provide a basis for exploring the transfer of knowledge from teacher to learner. A model under development is presented that combines the dimensions of knowledge approach, the teacher-student relationship with regards to knowledge authority and teaching approach to demonstrate the recursive and scaffolded design for creation of virtual learning environments.

Keywords: Virtual learning environments, learning theory, teaching model, online learning.

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Authors: Shu-Hsien. Liao, Chi-Chuan. Wu, Da-Chian. Hu, Guang An. Tsuei

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This study investigates the roles of knowledge acquisition, absorptive capacity, and innovation capability in finance and manufacturing industries. With 362 valid questionnaires from manufactures and financial industries in Taiwan, we examine the relationships between absorptive capacity, knowledge acquisition and innovation capability using a structural equation model. The results indicate that absorptive capacity is the mediator between knowledge acquisition and innovation capability, and that knowledge acquisition has a positive effect on absorptive capacity.

Keywords: Absorptive capacity, knowledge acquisition, innovation capability.

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Authors: Colette Malyack, Pius Egbelu

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Business-to-Customer (B2C) delivery options have improved to meet increased demand in recent years. The change in end users has forced logistics networks to focus on customer service and sentiment that would have previously been the priority of the company or organization of origin. This has led to increased pressure on logistics companies to extend traditional B2B networks into a B2C solution while accommodating additional costs, roadblocks, and customer sentiment; the result has been the creation of the omnichannel delivery network encompassing a number of traditional and modern methods of package delivery. In this paper the many solutions within the omnichannel delivery network are defined and discussed. It can be seen through this analysis that the omnichannel delivery network can be applied to reduce the complexity of package delivery and provide customers with more options. Applied correctly the result is a reduction in cost to the logistics company over time, even with an initial increase in cost to obtain the technology.

Keywords: Network planning, Last Mile Delivery, LMD, omnichannel delivery network, omnichannel logistics.

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Authors: Janet L. Kourik, Peter E. Maher

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To investigate the correspondence of theory and practice, a successfully implemented Knowledge Management System (KMS) is explored through the lens of Alavi and Leidner-s proposed KMS framework for the analysis of an information system in knowledge management (Framework-AISKM). The applied KMS system was designed to manage curricular knowledge in a distributed university environment. The motivation for the KMS is discussed along with the types of knowledge necessary in an academic setting. Elements of the KMS involved in all phases of capturing and disseminating knowledge are described. As the KMS matures the resulting data stores form the precursor to and the potential for knowledge mining. The findings from this exploratory study indicate substantial correspondence between the successful KMS and the theory-based framework providing provisional confirmation for the framework while suggesting factors that contributed to the system-s success. Avenues for future work are described.

Keywords: Applied KMS, education, knowledge management (KM), KM framework, knowledge management system (KMS).

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Authors: An Chen, Huilin Ye

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Mining sequential patterns from large customer transaction databases has been recognized as a key research topic in database systems. However, the previous works more focused on mining sequential patterns at a single concept level. In this study, we introduced concept hierarchies into this problem and present several algorithms for discovering multiple-level sequential patterns based on the hierarchies. An experiment was conducted to assess the performance of the proposed algorithms. The performances of the algorithms were measured by the relative time spent on completing the mining tasks on two different datasets. The experimental results showed that the performance depends on the characteristics of the datasets and the pre-defined threshold of minimal support for each level of the concept hierarchy. Based on the experimental results, some suggestions were also given for how to select appropriate algorithm for a certain datasets.

Keywords: Data Mining, Multiple-Level Sequential Pattern, Concept Hierarchy, Customer Transaction Database.

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Authors: Qatawneh H., Yousef S., Shirvani H.

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The purpose of this article is to propose a model designed to achieve Total Knowledge Transfer in the public health sector. The Total Knowledge Transfer Model integrated four essential organizational factors which have been under examined in totality in the literature. The research design was inductive in nature and used a case study for accomplishing the research objectives. The researcher investigated the factors that created a base to design a framework for total knowledge transfer in the public health sector. The results of this study are drawn from a fairly large sample in only two hospitals. A further research can be conducted to cover more responses from a wider health sector. The Total Knowledge Transfer Model is essential to improve the transfer and application of total common health knowledge.

Keywords: Health Care, Knowledge Management, Knowledge Transfer.

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Authors: Namchul Do, Jihun Cho

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Modeling product configurations needs large amounts of knowledge about technical and marketing restrictions on the product. Previous attempts to automate product configurations concentrate on representations and management of the knowledge for specific domains in fixed and isolated computing environments. Since the knowledge about product configurations is subject to continuous change and hard to express, these attempts often failed to efficiently manage and exchange the knowledge in collaborative product development. In this paper, XML Topic Map (XTM) is introduced to represent and exchange the knowledge about product configurations in collaborative product development. A product configuration model based on XTM along with its merger and inference facilities enables configuration engineers in collaborative product development to manage and exchange their knowledge efficiently. A prototype implementation is also presented to demonstrate the proposed model can be applied to engineering information systems to exchange the product configuration knowledge.

Keywords: Knowledge exchange, product configurations, XML topic map.

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Authors: Pablo Zoghbi-Manrique-de-Lara, Miguel A. Suárez-Acosta

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The goal of the present paper is to model two classic lines of research in which employees starred, organizational justice and citizenship behavior (OCB), but that have never been studied together when targeting customers. The suggestion is made that a hotel’s fair treatment (in terms of distributive, procedural, and interactional justice) toward customers will be appreciated by the employees, who will reciprocate in kind by favoring the hotel with increased customer-oriented behaviors (COBs). Data were collected from 204 employees at eight upscale hotels in the Canary Islands (Spain). Unlike in the case of perceptions of distributive justice, results of structural equation modeling demonstrate that employees substantively react to interactional and procedural justice toward guests by engaging in customer-oriented behaviors (COBs). The findings offer new reasons why employees decide to engage in COBs, and they highlight potentially beneficial effects of fair treatment toward guests bring to hospitality through promoting COBs.

Keywords: Hotel guests’ (mis) treatment, customer-oriented behaviors, employee citizenship, organizational justice, third-party observers, third-party intervention.

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Authors: Zeljko Panian

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The term Enterprise 2.0 (E2.0) describes a collection of organizational and IT practices that help organizations establish flexible work models, visible knowledge-sharing practices, and higher levels of community participation. E2.0 parallels and builds on another term commonly being used in the industry – Web 2.0. E2.0 represents also new packaging for strategic collaboration and Knowledge Management (KM). Organizations rely on collaboration and KM initiatives to attain innovation, growth, productivity, and performance goals.

Keywords: Web 2.0, Enterprise 2.0, knowledge management, knowledge planner, collaboration.

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Authors: Ilkka J. Virtanen

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Tacit knowledge has been one of the most discussed and contradictory concepts in the field of knowledge management since the mid 1990s. The concept is used relatively vaguely to refer to any type of information that is difficult to articulate, which has led to discussions about the original meaning of the concept (adopted from Polanyi-s philosophy) and the nature of tacit knowing. It is proposed that the subject should be approached from the perspective of cognitive science in order to connect tacit knowledge to empirically studied cognitive phenomena. Some of the most important examples of tacit knowing presented by Polanyi are analyzed in order to trace the cognitive mechanisms of tacit knowing and to promote better understanding of the nature of tacit knowledge. The cognitive approach to Polanyi-s theory reveals that the tacit/explicit typology of knowledge often presented in the knowledge management literature is not only artificial but totally opposite approach compared to Polanyi-s thinking.

Keywords: Cognitive science, explicit knowledge, knowledgemanagement, tacit knowledge.

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Authors: A. Bencsik, - A. Sólyom

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The role of knowledge is a determinative factor in the life of economy and society. To determine knowledge is not an easy task yet the real task is to determine the right knowledge. From this view knowledge is a sum of experience, ideas and cognitions which can help companies to remain in markets and to realize a maximum profit. At the same time changes of circumstances project in advance that contents and demands of the right knowledge are changing. In this paper we will analyse a special segment on the basis of an empirical survey. We investigated the behaviour and strategies of small and medium sized enterprises (SMEs) in the area of knowledge-handling. This survey was realized by questionnaires and wide range statistical methods were used during processing. As a result we will show how these companies are prepared to operate in a knowledge-based economy and in which areas they have prominent deficiencies.

Keywords: education, knowledge, knowledgemanagement, strategy, SME

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Authors: M. Haghighi, M. Zowghi, B. Zohouri

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Quality Function Deployment (QFD) is an expounded, multi-step planning method for delivering commodity, services, and processes to customers, both external and internal to an organization. It is a way to convert between the diverse customer languages expressing demands (Voice of the Customer), and the organization-s languages expressing results that sate those demands. The policy is to establish one or more matrices that inter-relate producer and consumer reciprocal expectations. Due to its visual presence is called the “House of Quality" (HOQ). In this paper, we assumed HOQ in multi attribute decision making (MADM) pattern and through a proposed MADM method, rank technical specifications. Thereafter compute satisfaction degree of customer requirements and for it, we apply vagueness and uncertainty conditions in decision making by fuzzy set theory. This approach would propound supervised neural network (perceptron) for MADM problem solving.

Keywords: MADM, fuzzy set, QFD, supervised neural network (perceptron).

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Authors: S. Thongchai

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Result of the study on knowledge management systems in businesses was shown that the most of these businesses provide internet accessibility for their employees in order to study new knowledge via internet, corporate website, electronic mail, and electronic learning system. These business organizations use information technology application for knowledge management because of convenience, time saving, ease of use, accuracy of information and knowledge usefulness. The result indicated prominent improvements for corporate knowledge management systems as the following; 1) administrations must support corporate knowledge management system 2) the goal of corporate knowledge management must be clear 3) corporate culture should facilitate the exchange and sharing of knowledge within the organization 4) cooperation of personnel of all levels must be obtained 5) information technology infrastructure must be provided 6) they must develop the system regularly and constantly. 

Keywords: Business organizations, information technology application, knowledge management systems, and prominent improvements.

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Authors: A. Keramati, M. A. Azadeh

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In this paper the effects of top management commitment on knowledge management activities has been analyzed. This research has been conducted as a case study in an academic environment. The data collection was carried out in the form of semi-structured interview with an interview guide. This study shows the effects of knowledge management strategic plan developing in academia strategic plan on knowledge management success. This paper shows the importance top management commitment factors including strategic plan, communication, and training on knowledge management success in academia. In particular the most important role of Strategic planning in knowledge management success is clarified. This study explores one of the necessary organizational infrastructures of successful implementation of knowledge management. The idea of this research could be applied in the other context especially in the industrial organizations.

Keywords: Knowledge Management, top management'scommitment, knowledge management's Success.

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Authors: Kawpong Polyorat

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Since the outbreak of mad cow disease and bird flu, consumers have become more concerned with meat quality and safety. As a result, meat traceability is adopted as one approach to handle consumers’ concern in this issue. Nevertheless, in Thailand, meat traceability is rarely used as a marketing tool to persuade consumers. As a consequence, the present study attempts to understand consumer trust in the meat traceability system by conducting a study in this country to examine the impact of three types of consumer knowledge on this trust. The study results reveal that out of three types of consumer knowledge, marketplace knowledge was the sole predictor of consumer trust in meat traceability and it has a positive influence. General product class knowledge and knowledge in meat products with traceability, however, did not significantly influence consumer trust. The research results provide several implications and directions for future study.

Keywords: Consumer knowledge, marketing, product knowledge, traceability.

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Authors: Laleh Taheri, Noraini C. Pa., Rusli Abdullah, Salfarina Abdullah

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Knowledge plays an important role to the success of any organization. Software development organizations are highly knowledge-intensive organizations especially in their requirement elicitation process (REP). There are several problems regarding communicating and using the knowledge in REP such as misunderstanding, being out of scope, conflicting information and changes of requirements. All of these problems occurred in transmitting the requirements knowledge during REP. Several researches have been done in REP in order to solve the problem towards requirements. Knowledge Audit (KA) approaches were proposed in order to solve managing knowledge in human resources, financial and manufacturing. There is lack of study applying the KA in requirements elicitation process. Therefore, this paper proposes a KA model for REP in supporting to acquire good requirements.

Keywords: Knowledge Audit, Requirement Elicitation Process, KA Model, Knowledge in Requirement Elicitation.

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Authors: Nurul Aini M. Nordan, Ahmad I. Z. Abidin, Ahmad K. Mahmood, Noreen I. Arshad

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In today-s information age, numbers of organizations are still arguing on capitalizing the values of Information Technology (IT) and Knowledge Management (KM) to which individuals can benefit from and effective communication among the individuals can be established. IT exists in enabling positive improvement for communication among knowledge workers (k-workers) with a number of social network technology domains at workplace. The acceptance of digital discourse in sharing of knowledge and facilitating the knowledge and information flows at most of the organizations indeed impose the culture of knowledge sharing in Digital Social Networks (DSN). Therefore, this study examines whether the k-workers with IT background would confer an effect on the three knowledge characteristics -- conceptual, contextual, and operational. Derived from these three knowledge characteristics, five potential factors will be examined on the effects of knowledge exchange via e-mail domain as the chosen query. It is expected, that the results could provide such a parameter in exploring how DSN contributes in supporting the k-workers- virtues, performance and qualities as well as revealing the mutual point between IT and KM.

Keywords: Digital social networks, e-mail, knowledge management, knowledge worker.

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Authors: Mahboubeh Molaei

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Transferring information developed by other peoples is an ordinary event that happens during daily conversations, for example when employees sea each other in the organization, or when they are having lunch together, or attending a meeting, they use to talk about their experience, and discuss about their current projects, and talk about their successes over some specific problems. Despite the potential value of leveraging organizational memory and expertise by using OMS and ER, still small organizations haven-t been able to capitalize on its promised value. Each organization has its internal knowledge management system, in some of organizations the system face the lack of expert people to save their experience in the repository and in another hand on some other organizations there are lots of expert people but the organization doesn-t have the maximum use of their knowledge.

Keywords: Knowledge, knowledge management.

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Authors: Maziyar Nouraee

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Electronic markets in recent decades contribute remarkably in business transactions. Many organizations consider traditional ways of trade non-economical and therefore they do trade only through electronic markets. There are different categorizations of electronic markets functions. In one classification, functions of electronic markets are categorized into classes as information, transactions, and value added. In the present paper, effects of the three classes on the two major elements of the supply chain management are measured. The two elements are decrease in the product unit cost and reduction in response time to the customer. The results of the current research show that among nine minor elements related to the three classes of electronic markets functions, six factors and three factors influence on reduction of the product unit cost and reduction of response time to the customer, respectively.

Keywords: Electronic Commerce, Electronic Market, B2B Trade, Supply Chain Management.

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Authors: Abbas Keramati, Abtin Boostani, Mohammad Jamal Sadeghi

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This paper examines the influence of knowledge management factors on organizational commitment for employees in the oil and gas drilling industry of Iran. We determine what knowledge factors have the greatest impact on the personnel loyalty and commitment to the organization using collected data from a survey of over 300 full-time personnel working in three large companies active in oil and gas drilling industry of Iran. To specify the effect of knowledge factors in the organizational commitment of the personnel in the studied organizations, the Principal Component Analysis (PCA) is used. Findings of our study show that the factors such as knowledge and expertise, in-service training, the knowledge value and the application of individuals’ knowledge in the organization as the factor “learning and perception of personnel from the value of knowledge within the organization” has the greatest impact on the organizational commitment. After this factor, “existence of knowledge and knowledge sharing environment in the organization”; “existence of potential knowledge exchanging in the organization”; and “organizational knowledge level” factors have the most impact on the organizational commitment of personnel, respectively.

Keywords: Knowledge management, organizational commitment, loyalty, drilling industry, principle component analysis.

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Authors: Alireza Azimi Sani , Mahdi Allahverdizadeh

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increased competition and increased costs of designing made it important for the firms to identify the right products and the right methods for manufacturing the products. Firms should focus on customers and identify customer demands directly to design the right products. Several management methods and techniques that are currently available improve one or more functions or processes in an industry and do not take the complete product life cycle into consideration. On the other hand target costing is a method / philosophy that takes financial, manufacturing and customer aspects into consideration during designing phase and helps firms in making product design decisions to increase the profit / value of the company. It uses various techniques to identify customer demands, to decrease costs of manufacturing and finally to achieve strategic goals. Target Costing forms an integral part of total product design / redesign based on strategic plans.

Keywords: Target Costing, Target Cost Management, Cost Management, Activity Based Costing, New product design

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Authors: Mohammad Al Rawajbeh, Ahmad Haboush

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The primary aim of the e-government applications is the fast citizen service and the accomplishment of governmental functions. This paper discusses the knowledge management for egovernment development in the needs and role. The paper focused on analyzing the advantages of using knowledge management by using the existing IT technologies to maximize the government functions efficiency. The proposed new approach of providing government services is based on using Knowledge management as a part of e-government system.

Keywords: E-government, knowledge management, e-service, etools, governmental functions.

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Authors: Amir Sanayei, Seyed Farid Mousavi, Catherine Asadi Shahmirzadi

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Despite of many scholars and practitioners recognize the knowledge management implementation in an organizations but insufficient attention has been paid by researchers to select suitable knowledge portal system (KPS) selection. This study develops a Multi Criteria Decision making model based on the fuzzy VIKOR approach to help organizations in selecting KPS. The suitable portal is the critical influential factors on the success of knowledge management (KM) implementation in an organization.

Keywords: Knowledge management, Knowledge portal system, Fuzzy VIKOR.

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Authors: C. A. Akaash Emmanuel Raj, V. R. Sanal Kumar

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In this paper using smart materials we have proposed a specially manufactured variable volume spin tub for loading clothes for negating the vibration to a certain extent for getting better operating performance. Additionally, we have recommended a variable spinning speed rotor for handling varieties of garments for an efficient washing, aiming for increasing the life span of both the garments and the machine. As a part of the conflicting dynamic constraints and demands of the customer friendly design optimization of a lucrative and cosmetic washing machine we have proposed a drier and a desalination system capable to supply desirable heat and a pleasing fragrance to the garments. We thus concluded that while incorporating variable volume and variable spinning speed tub integrated with a drier and desalination system, the washing machine could meet the varieties of domestic requirements of the customers cost-effectively.

Keywords: Customer friendly washing machine, drier design, quick cloth cleaning, variable tub volume washing machine, variable spinning speed washing machine.

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Authors: Hsu-Hao Tsai, Jiann-Min Yang

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The analysis is mainly concentrating on the knowledge management literatures productivity trend which subjects as “knowledge management" in SSCI database. The purpose what the analysis will propose is to summarize the trend information for knowledge management researchers since core knowledge will be concentrated in core categories. The result indicated that the literature productivity which topic as “knowledge management" is still increasing extremely and will demonstrate the trend by different categories including author, country/territory, institution name, document type, language, publication year, and subject area. Focus on the right categories, you will catch the core research information. This implies that the phenomenon "success breeds success" is more common in higher quality publications.

Keywords: Knowledge Management, SSCI, Bibliometric, Lotka's Law

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Authors: Tamara Djurickovic

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The waves of eGovernment are rising very fast through almost all public administration, or at least most of the public administrations around the world, and not only the public administration, but also the entire government and all of their organization as a whole. The government uses information technology, and above all the internet or web network, to facilitate the exchange of services between government agencies and citizens, businesses, employees and other non-governmental agencies. With efficient and transparent information exchange, the information becomes accessible to the society (citizens, business, employees etc.), and as a result of these processes the society itself becomes the information society or knowledge society. This paper discusses the knowledge management for eGovernment development in significance and role. Also, the paper reviews the role of virtual communities as a knowledge management mechanism to support eGovernment in Montenegro. It explores the need for knowledge management in eGovernment, identifies knowledge management technologies, and highlights the challenges for developing countries, such as Montenegro in the implementation of eGovernment. The paper suggests that knowledge management is needed to facilitate information exchange and transaction processing with citizens, as well as to enable creation of knowledge society.

Keywords: information, eGovernment, knowledge management, knowledge society

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Authors: Sirous Panahi , Jason Watson , Helen Partridge

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With the advent of social web initiatives, some argued that these new emerging tools might be useful in tacit knowledge sharing through providing interactive and collaborative technologies. However, there is still a poverty of literature to understand how and what might be the contributions of social media in facilitating tacit knowledge sharing. Therefore, this paper is intended to theoretically investigate and map social media concepts and characteristics with tacit knowledge creation and sharing requirements. By conducting a systematic literature review, five major requirements found that need to be present in an environment that involves tacit knowledge sharing. These requirements have been analyzed against social media concepts and characteristics to see how they map together. The results showed that social media have abilities to comply some of the main requirements of tacit knowledge sharing. The relationships have been illustrated in a conceptual framework, suggesting further empirical studies to acknowledge findings of this study.

Keywords: Knowledge sharing, Tacit knowledge, Social media, Web 2.0

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Authors: Sang Ho Lee, Tae Heon Moon, Youn Taik Leem, Kwang Woo Nam

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Knowledge and IT inputs to other industrial production have become more important as a key factor for the competitiveness of national and regional economies, such as knowledge economies in smart cities. Knowledge and IT industries lead the industrial innovation and technical (r)evolution through low cost, high efficiency in production, and by creating a new value chain and new production path chains, which is referred as knowledge and IT dynamics. This study aims to investigate the knowledge and IT dynamics in Korea, which are analyzed through the input-output model and structural path analysis. Twenty-eight industries were reclassified into seven categories; Agriculture and Mining, IT manufacture, Non-IT manufacture, Construction, IT-service, Knowledge service, Non-knowledge service to take close look at the knowledge and IT dynamics. Knowledge and IT dynamics were analyzed through the change of input output coefficient and multiplier indices in terms of technical innovation, as well as the changes of the structural paths of the knowledge and IT to other industries in terms of new production value creation from 1985 and 2010. The structural paths of knowledge and IT explain not only that IT foster the generation, circulation and use of knowledge through IT industries and IT-based service, but also that knowledge encourages IT use through creating, sharing and managing knowledge. As a result, this paper found the empirical investigation on the knowledge and IT dynamics of the Korean economy. Knowledge and IT has played an important role regarding the inter-industrial transactional input for production, as well as new industrial creation. The birth of the input-output production path has mostly originated from the knowledge and IT industries, while the death of the input-output production path took place in the traditional industries from 1985 and 2010. The Korean economy has been in transition to a knowledge economy in the Smart City.

Keywords: Knowledge and IT industries, input-output model, structural path analysis, dynamics of knowledge and IT, knowledge economy, knowledge city, smart city.

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Authors: Pedram Behyar, Maryam Heidari, Zahra Bayat

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the purpose of this research is to identify and clarify factors which have positive effect among user satisfaction and their social networking through websites. The examined factors in this research are; innovation, ease of use, trustworthy and customer support which are defined as satisfaction factors. To obtain reliable research approaches and to have better result in this research four hypothesizes used to test. This hypothesis testing has been done by correlation, regression and test of normality by using “SPSS16" also the data which was analyzed by this software. this data was gathered from prepaid questionnaire.

Keywords: Customer Satisfaction, Social Network Website

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