• Asia pacific journal of information systems
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• v.25 no.3
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• pp.519-539
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• 2015

Customers are now demanding ever better service from customer service representatives (CSRs) to create superior customer service. Accordingly, CSRs are required to have more specialized knowledge and abilities of customer service. This study examines the roles of accumulated customer knowledge in electronic knowledge repositories (EKRs), which a firm has developed for customer service over time to enhance CSRs' work capabilities and work performance, in the context of call centers. To test the proposed research model and hypotheses, we conducted LISREL analysis using 261 responses collected on CSRs working for inbound call centers. The key results are as follows. First, accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise during the customer contact. Second, CSRs' knowledge utilization reinforces service expertise. Finally, service quality depends on CSRs' knowledge utilization and service expertise, but it is not directly related to accumulated customer knowledge. Overall, the findings suggest that accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise, and thereby leading to superior service quality.

• Journal of Forest and Environmental Science
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• v.30 no.4
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• pp.342-350
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• 2014

Rural people of Sudan are endowed with a deep knowledge concerning the utilization of different tree species. However research on the local knowledge related to tree species utilization still lacks adequate attention. The study objectives were to identify the existing local knowledge related to the utilization of the tree species and the existing threats to the availability of the trees. A total of 300 respondents were selected randomly from Rashad district in Nuba Mountains in 2011. Semi-structured interview, direct observation, group discussion, preference ranking and direct matrix ranking were used to collect the data. The study results revealed that people of Nuba Mountains utilize different tree species for food, medicinal purposes, fodder, firewood, construction and cultural ceremonies. The study results also indicated that the availability of trees is negatively influenced by firewood collection, agricultural expansion, drought, overgrazing and charcoal production. The study concluded that local knowledge has crucial role in tree species utilization in Nuba Mountains. Further researches to document and substantiate the local knowledge on useful tree species are highly recommended.

• Journal of the Korea Society of Computer and Information
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• v.24 no.6
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• pp.211-216
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• 2019

Knowledge sharing is safe to say that we have already embarked on knowledge-based global economy where knowledge is a decisive factor in global competition for corporations. So in the age of knowledge-based management, it is how we use knowledge that decides success or failure for corporations and the competitiveness of their countries at large as well. We did this research with the help of those who were working in ICT industry including manufacturing, tourism, and others. In this research, we looked into how project participants, organizational characteristic, and relational characteristic affect knowledge sharing and utilization, and what are the factors that have positive effects on corporate success. And all the factors presented in the research are found to have positive effects on the knowledge sharing and utilization. The factors appeared to have positive effects starting with project at first and then on corporate success at large.

• The Korean Journal of Community Living Science
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• v.14 no.2
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• pp.93-106
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• 2003

The main purpose of this research was to study and analyze the actual utilization of traditional knowledge resources and to search for methods to activate local communities through utilization of traditional knowledge resources best suited for us. For this study, data listed on the internal web sites during August 2002 to October 2002 were searched and analyzed. In terms of statistical analysis, frequency, percentage, and x$^2$-test were operated using the SPSS 10.0 program. The major results of this study are as follows: 1) Traditional knowledge resources utilized throughout the nation totaled to 8,906 cases. These utilized resources composed of 48.0% of tangible resources, 32.3% of environmental resources, and 19.8% of intangible resources and such utilized resources were in order of life-skill, scenery, ruins and relics, community activity, exhibition, and folklores. 2) Tourism, merchandising, and festival were the major types of utilization of traditional knowledge resources, while education was the relatively minor portion in utilization type. 3) Compound linking of traditional knowledge resources, utilization type, and utilizing body showed links such as life skill-merchandising-civilian, ruins and relics-tourism-government, folklore-festival-civilian, scenery-tourism-government, and exhibition-education-civilian.

• Journal of the Korean Operations Research and Management Science Society
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• v.34 no.3
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• pp.1-27
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• 2009

Since online knowledge networks usually consist of a larger, loosely knit, and geographically distributed group of "strangers" who may not know each other very well, members may not willingly share their knowledge with others. In order to address this challenge, this study looks Into the factors that are expected to affect knowledge sharing in an online knowledge network. For empirical validation, we choose "the global network of Korean scientists and engineers (KOSEN)" as one of the best practices of online knowledge networks. By using the archival, network, and survey data, we validate two models of knowledge sharing in sequence (i.e., knowledge contribution and knowledge utilization models) and then discuss the results. The findings of this study show that individuals not only contribute but also utilize knowledge in an online knowledge network when they are structurally embedded and perceive a strong reciprocity. In the network. In addition, taking pleasure in helping is found to positively affect knowledge contribution, whereas perceiving usefulness is found to Influence knowledge utilization. Contributions of this study and future research opportunities are also discussed.

• The Journal of Industrial Distribution & Business
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• v.9 no.11
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• pp.77-91
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• 2018

Purpose - In this research, we investigate the relationship between the level of information technology utilization, social capital and knowledge management, organization performance. For information and knowledge management, participants' certain level of information technology utilization is required and connections among participants are necessary for performing and for synergy effects. Research design, data, and methodology - Reflecting on these, we empirically analyze the effects of participant's information technology utilization level and social capital on knowledge management and organization achievement for the case of Incheon International Airport. Questionnaire is distributed to the airport employees and collected 221 samples for analyzing. SPSS and AMOS statistic programs are used for analysis. Factor analysis, Credibility adaptability, path analysis, hypotheses are verified. Results - The study research shows as follow. First, the level of IT utilization does affect social capital but does not affect knowledge management. Second, social capital affects both knowledge management and organization achievement. To investigate more about the relationship between the level of IT utilization and knowledge management, we analyzed the control effects of personal characteristics, and findings are, first, employees with longer time service recognize the importance that the level of IT use and knowledge management affect organization achievement more seriously than employees with shorter time service do. Second, employees with shorter time service and younger employees have relatively lesser social capital and participate in knowledge management passively. Third, higher position employees think that the level of IT utilization affects knowledge management while lower position employees do not. Conclusions - The level of IT utilization affects social capital, and social capital affects knowledge management and organization achievement. These results suggest that the level of IT utilization is very important to both organization and each employee. So providing related training and education opportunities or incentives to induce employees to make efforts for higher level of IT utilization and thus to participate in knowledge management more actively is necessary. The level of IT utilization affects social capital which airport employees lack. The one of study results indicates the importance of social capital and for higher competitiveness of the airport social capital should be increased.

• Journal of the Korean Society for information Management
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• v.28 no.3
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• pp.239-256
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• 2011

Main drivers of knowledge activities such as knowledge sharing and utilization are individual members of an organization and thus knowledge management strategies should be discussed in relationships with human resource management. This study analyzes the effects on knowledge sharing and knowledge utilization of human resource management practices such as training, participation in decision-making, performance appraisal and compensation system in local government. The results show that training and performance appraisal and compensation system are significantly influential factors for the knowledge sharing and knowledge utilization. Lessons and implications of this study for management leadership are presented.

• Journal of the Korean Society for information Management
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• v.35 no.4
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• pp.285-308
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• 2018

Knowledge utilization is an activity directly linked to organizational capacity and is the most essential activity in knowledge management that is to produce new values. Thus, systematic and comprehensive understanding of factors and the environment that affect knowledge utilization are needed. The purpose of this study is to investigate the effects of information culture and organizational culture on knowledge utilization. For this, data were collected from 300 workers from 6 institutions including government-funded research institutes, libraries, and cooperation research institutes. This study analyzes the effects of six aspects of information cultures and four organizational culture types on knowledge utilization. The results show that information cultures(control, transparency, proactiveness) and organizational culture (The Clan Culture, The Adhocracy Culture, The Market Culture, The Hierarchy Culture) are significantly influential factors for the knowledge utilization. Based on results, this study provides the implication of knowledge sharing in the organizations and suggests further studies.

• Knowledge Management Research
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• v.11 no.2
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• pp.1-16
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• 2010

Despite the well accepted necessity and importance of knowledge management, cases of successful knowledge management are not easy to find. With a case study of a Korean organization, this research introduces an integrated knowledge management model, in which knowledge and work processes are combined to improved knowledge performance. Knowledge-work process integration facilitates knowledge asset creation, transfer, and utilization, through which inefficiencies in knowledge utilization may be removed and knowledge contribution to business performance may be enhanced. Knowledge-work process integration may further be aligned with innovation processes, enabling systematic and continuous knowledge based process innovation.

• Journal of Digital Convergence
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• v.17 no.1
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• pp.131-140
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• 2019

The development of the knowledge information system is increasing the symptoms that people refuse to remember. There is also a growing debate about whether to remember knowledge. This study investigated the preference of memorizing knowledge and finding knowledge. We predicted the use, effect, and expectation of ease of use of knowledge utilization that will appear in the future among preference groups. We analyzed whether there is a difference between the predicted expectations of knowledge utilization in the future. The first study was conducted in October 2014. This is the second study. We studied what changes were made in comparison with the first study. As a result, it was found that 1) there is no difference in broadening the diversity of knowledge utilization at future time, 2) expectation of the effect of knowledge utilization, and 3) ease of continuous knowledge creation. The results of this study suggest that it is important to provide a basis for discussing whether it is good to remember knowledge.