Abstract
Purpose: The transition towards service business is
topical in all industrialized countries and an
increasingly significant proportion of revenue is
generated by companies' service activities. Some earlier
studies describe service development as an ad hoc
procedure (Rathmell, 1974; Claude & Horne, 1992;
Gröönroos 1990) and based on organization's individual
innovators (Claude & Horne, 1992). This stresses the role
of knowledge management as a source of competitive
service development. This article focuses on identifying
the knowledge sources of service development and how
knowledge is created, shared and utilized in networks for
the creation of new innovative services and developing
current services?
Design: This is an exploratory case study aiming to
represent phenomena and their relations with possible
causalities. Empirical information was collected from
case companies, from B-to-B networks in various service
business fields.
Findings: The article traced the origins of the knowledge
management field differentiating between tacit and
explicit knowledge and describing the SECI/ba model. The
paper shows that the SECI/ba model supports new service
development and innovations in the network from both the
research methodological and case companies points of
view.
Originality: The primary contribution of the paper is in
describing network knowledge management methods
supporting tacit and explicit service knowledge
management. From a theoretical point of view, the article
traces the origins of the knowledge management field and
how knowledge management models support new service
development and innovations
Original language | English |
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Publication status | Published - 2010 |
MoE publication type | Not Eligible |
Event | AMA SERVSIG 2010 International Service Research Conference - Porto, Portugal Duration: 17 Jun 2010 → 19 Jun 2010 |
Conference
Conference | AMA SERVSIG 2010 International Service Research Conference |
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Country/Territory | Portugal |
City | Porto |
Period | 17/06/10 → 19/06/10 |
Keywords
- service development
- knowledge sources
- knowledge management
- SECI/ba-model
- networking
- case study