Enhancing knowledge-based service quality: A knowledge management perspective
Title: Enhancing knowledge-based service quality: A knowledge management perspective
Title: Enhancing knowledge-based service quality: A knowledge management perspective
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Authors: Su, Hwan-Yann., Lin, Yichen
Subject: Knowledge management
Publish: 2006
Status: full text
Source: Service Industries Journal; Oct2006, Vol. 26 Issue 7, p787-800
پابگاه علمی مدیریت و حسابداری منبع: mba20.blog.ir
Abstract:
The research proposes a framework of corporate knowledge management for
enhancing knowledge-based service quality of franchise stores in the
service industries. Knowledge management can provide businesses with
many competitive advantages including average level of knowledge
enhancement, service quality improvement, cost and time reductions,
strengthened relationships among colleagues and quicker knowledge
creation. The proposed framework emphasises the link between knowledge
management and corporate mission and vision. Understanding the
importance of enhancing knowledge-based service quality and competitive
advantage, a framework and a case study demonstrating and explaining how
it operates are provided in detail to encourage businesses to implement
knowledge management
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