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Innovation in services: the need for knowledge management

journal contribution
posted on 2023-06-08, 22:09 authored by Chris StoreyChris Storey, David Kelly
This paper reports the findings of a research investigation into the effect of knowledge management (KM) on the performance of programme-level services innovation. It explores the factors which influence the way in which the “task knowledge” required to complete the new service development (NSD) process is created, transferred and stored. Based on results of a large survey of UK-based service companies, a number of underlying dimensions of KM activities are identified. Knowledge creation consists of a learning culture, an entrepreneurial climate, organisational creativity and a shared vision. Knowledge transfer is characterised by collaborative working, rich communication, empowerment and shared knowledge. Knowledge storage comprises knowledge systems, decision systems and documentation. A strong relationship between KM and the success and innovativeness of a NSD programme is demonstrated.

History

Publication status

  • Published

Journal

Australasian Marketing Journal

ISSN

1441-3582

Publisher

Elsevier

Issue

1

Volume

10

Page range

59-70

Department affiliated with

  • Business and Management Publications

Full text available

  • No

Peer reviewed?

  • Yes

Legacy Posted Date

2015-08-20

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