Search results for "knowledge management"
showing 10 items of 1359 documents
Value co-creation in health care : insights into the transformation from value creation to value co-creation through digitization
2016
This study explores the transformation of value creation into value co-creation and how the digitization of services plays a key role in this transformation within the health-care sector, which faces new challenges with the increasingly active role of the customer. Customers are becoming active participants in value co-creation and now have expectations based on their needs from the service. The objective of this study is to provide a more holistic view of the customer’s role and value cocreation within digital health-care services. This study emphasizes the necessity of the co-creation of value within the health-care sector and introduces a paradigm shift through the digitization of value …
Extending customer relationship management. From empowering firms to empowering customers
2013
Purpose – The focus of customer relationship management (CRM) literature has been predominantly on the firm perspective and on IT, not on customer or service orientation and value co-creation. This paper seeks to explore and analyse contemporary CRM frameworks and suggests future research directions. To achieve this, a thorough literature review on CRM is conducted focusing on recent advances within CRM. This provides a good basis for critically analysing the current status of both CRM theory and practice. Design/methodology/approach – The paper reviews CRM literature published 2003-2011. Based on the literature review, it introduces a conceptual framework of the changing role of customer d…
Customer’s role in knowledge management and in the innovation process: effects on innovation capacity and marketing results
2016
Scholars have acknowledged customer knowledge management (CKM) as a key strategic resource for improving innovation and supporting long-term customer relationship management. This study provides a deeper understanding of the internal antecedents of business innovation capacity overcoming previous approaches. A model that had not previously been tested was used to analyse the role of customer collaboration and CKM – measured as a second-order construct – in innovation processes and marketing results. To test the model, structural equation modelling (partial least squares) was applied to a random sample of 210 Spanish companies. Results confirm that CKM and customer collaboration are antecede…
E-learning as a Challenge for Widening of Opportunities for Improvement of Students' Generic Competences
2012
The rapidly changing economic, financial and social conditions require new knowledge and competences in order to be able to understand them, adapt to the new requirements and remain competitive and successful in the globalised social environment. Widening the access to lifelong learning is one way in which this could be achieved. A special role in this process is given to universities as promoters of lifelong learning. E-learning is a means of promoting the changes in academic studies and providing an opportunity to integrate non-formal and informal learning elements into formal education. Individualisation, learning opportunities flexible in time, as well as the e-environment can facilita…
Agency and Learning in the Work of Software Professionals
2017
This chapter addresses software professionals’ agency and learning in work characterized by a need for innovative learning and fluency in renewing work practices. The study presented was conducted with software professionals in a medium-sized Finnish company producing digital business applications. We applied a mixed-method approach to data collection and analysis. Regarding professional agency, we found a range of opportunities to influence work-related matters. The professionals were primarily able to influence their working hours and the order of their work tasks, but had fewer opportunities to influence customer projects, or their salary. To some extent they were able to develop themsel…
Social Media Monitoring for Crisis Communication: Process, Methods and Trends in the Scientific Literature
2014
This literature review study aims at clarifying current knowledge on social media monitoring from the perspective of organizational communication and public relations. It also contributes to crisis communication by shedding light on how fast developing social media discourse can be followed and analysed in order to understand citizens’ needs throughout all the phases of a crisis. The findings of this study reveal a number of insights in the scientific literature on the concept of monitoring, the monitoring process, methods, tools and solutions, methodological issues and trends covering the years 2009–2012. In the literature, social media monitoring is described as a process which comprises …
ISIS: a semantic mediation model and an agent based architecture for GIS interoperability
2003
The diversity of spatial information systems promotes the need to integrate heterogeneous spatial or geographic information systems (GIS) in a cooperative environment. The paper describes the research project ISIS (Interoperable Spatial Information System) which is a semantic mediation approach to support GIS interoperability. Its key characteristic is a dynamic resolution of semantic conflicts which is adequate for achieving autonomy, flexibility and extensibility. We propose a spatial OO data model and a mediation architecture based on multi-agent paradigm to support GIS interoperability.
The interaction between social media, knowledge management and service quality: A decision tree analysis
2020
The existing literature fails to identify to which extent the utilization of social media could be relevant for increasing the effectiveness of knowledge management, in respect to overall business operations. In order to shed some light on this area we define three goals. Firstly, we investigate to what extent the different activities of clients on social media (SM), are important to the processes of knowledge management (KM) in companies. Secondly, we examine to what extent KM functions can be relevant in attaining the quality of IT services. Thirdly, we analyze to what extent KM mediates between SM and the quality of IT services, that is, which client activities on SM should be formalised…
Leveraging a Wiki to EnhanceVirtual Collaboration in the Emergency Domain
2008
In a crisis situation, critical success factors include good preparedness, the availability of trustworthy information and reliable people, and the responders' ability to improvise with the available, functioning tools. Wikis can be used as collaborative group support systems to support these activities, especially for communities of practice that must operate as high reliability organizations. The advantages of using a wiki are especially beneficial in volatile environments, such as those in the emergency domain, where critical real-time decision making is required. An international wiki emergenciWiki.org - has been created and is being used by both practitioners and academics. The conclus…
Design of a knowledge and management system for starch bioconversion
2011
Abstract In this paper a knowledge acquisition and management system (KAMS) which allows the collection, analysis, ordering and storage of informations generated at starch liquefaction was developed. KAMS was structured on three levels: PostgreSQL as a backend, D2RQ as middle tier and Seaside as frontend. The system was used to store knowledge about the liquefaction process with the goal to be used as a decision support system in chosing the condition for this operation. The tests had shown that the implemented KAMS provides support for: Distributed acquisition of the scientific data generated by the researchers; Structured data storage; Support for the generation and storage of knowledge o…