• International Journal of Quality Innovation
• /
• 제8권3호
• /
• pp.46-70
• /
• 2007

Customer Support Knowledge of Customer Support Organization is one of the important assets of enterprises and "Customer Support Knowledge Management" is also the critical aspect of Business Knowledge Management; however, the attributes of Customer Support Knowledge are complicated, diverse, renewed rapidly and difficult to be managed. Thus, in order to design a successful Customer Support Knowledge Management System, apart from the consideration of "human" and "information technology" aspects, the concerns of attributes and Customer Support Knowledge and industry characteristics should be involved for meeting the requirements of Customer Support Organization and allowing the organization to acquire the competitive advantage of "Differentiation Service". This research used the "Customer Support Knowledge Management System" in a high-tech industry as an example and treated the end users of medical instruments in different types of hospitals in Taiwan which have received the support service of our company in recent six months as the population. The end users were mostly the nursing executives or ultrasonic wave technical personnel in intensive care unit and they had similar educational background and incomes and adopted the medical instruments such as physical supervision system, ultrasonic wave system, heart start or ECG machine produced by our company; the research method was to randomly treat the investigation results of the telephone customers' satisfaction from respective 30 end users in the population three months before and after this system execution as the samples and use hypotheses to validate if the end users' customer satisfaction significantly improved in terms of "Remote Support," "On-site Support," "Service Turn Around time," "Technical Competence" and "Manner" in order to understand the influence and managerial significance of execution of "Customer Support Knowledge Management System" on Customer Support Organization.

• 지식경영연구
• /
• 제15권1호
• /
• pp.21-43
• /
• 2014

This paper investigate relationship between job burnout, social support and knowledge creation, sharing. also, social support are moderate on the relationship between job burnout and knowledge creation, sharing. We build up main effect and moderating effect hypothesis. To test hypothesis, survey method are performed. The results are as follows. first, emotional exhaustion and low personal accomplishment have negative effects on knowledge creation, but haven't effect on knowledge sharing. second, social support significant positively impact on knowledge creation and sharing. third, both of supervisor' support and coworker's support partially moderate the relationship between job burnout and knowledge creation, sharing. especially, emotional exhaustion reduce supervisor' support to knowledge creation, sharing and low personal accomplishment reduce co-worker' support to knowledge sharing, which means although job burnout preceded, if employees perceived high level of social support that have buffering effects on the relationships.

• 지식경영연구
• /
• 제18권2호
• /
• pp.1-22
• /
• 2017

Knowledge creation has become one of core assets for companies' survival and success, companies are putting their effort to find the way to stimulate sharing knowledge among their workers. In this vein, the purpose of this study was to examine the effect of supervisor support and co-worker support on knowledge sharing and the mediating effects of work engagement. 328 employees from varity of organizations located in Korea particiapted for questionnaire survey. Structural equation modeling was used to analyze the data. The result has shown that the static correlation exists between supervisor support, co-worker support and work engagement. Co-worker support had positive influences on knowledge sharing intention. However, supervisor support did not have any influence on knowledge sharing intention. There was a mediate effect of work engagement between both of supervisor and co-worker support and knowledge sharing intention. The study implies that co-worker support is important in order to improve organizational learning and work engagement as a strategy to enhance organizational performance.

• Asia pacific journal of information systems
• /
• 제14권1호
• /
• pp.125-142
• /
• 2004

Knowledge management has been increasingly recognized as important in business management context. Although knowledge management has been proposed as an enabler to reach competitive advantage, little research has considered applying knowledge to business decision-making activities, which may be the main task of enterprise management. The application of knowledge to decision-making has a more significant impact on organizational performance than mere knowledge management for operational level processing. For this purpose, the present study proposes a decision support loop based on the integration of knowledge by adopting a cognitive modeling approach. The proposed model is then discussed, in the real context of an application case.

• Asia pacific journal of information systems
• /
• 제15권3호
• /
• pp.65-90
• /
• 2005

One of the major goals of using knowledge management systems(KMS) is the sharing of knowledge. The intent of an individual to share his/her knowledge plays a crucial role in sharing quality knowledge in corporations. However, there is little research that addresses this relationship between the intent to share and the use of KMS both from a holistic perspective and with empirical data analyses. To understand major factors that affect both knowledge sharing intent and the use of KMS, we conducted a field study from eight companies in four different industries which had been using KMS for at least a year. Using confirmatory factor analysis and structured equation modeling techniques, we have analyzed the relationships among top management support, trust among peers, trust in the organizational hierarchy, incentives and rewards, knowledge-sharing intent, KMS quality, knowledge quality, and the use of KMS. The research results show that top management support and trust between peers enhance the intent of sharing knowledge. We also found that top management support, knowledge-sharing intent, incentives and rewards, and the quality of knowledge have positive relationships with the use of KMS.

• Asia pacific journal of information systems
• /
• 제14권3호
• /
• pp.57-75
• /
• 2004

The knowledge management is increasingly an important strategic weapon for sustaining competitive advantage of firms. Firms are undertaking knowledge management initiatives and making significant investments. However, there is relatively little empirical support for the impact of knowledge management on performance of firms. Understanding of the impact of knowledge management, this paper explores how knowledge management strategy influences firms' market value. We examine this issue using event study methodology and evaluate the cumulative abnormal returns for knowledge management strategy announced by firms from 1998 to 2002. The results show that firms' announcements of knowledge management strategy are positively related with firms' market value. Specially, dynamic style-which emphasizes both (i) knowledge reusability through information technologies and (ii) knowledge sharing through informal discussions among employees-has higher performance. This outcome presents empirical support to argument that the emphasis on both tacit and explicit knowledge results in better market value.

• 정보관리학회지
• /
• 제21권3호
• /
• pp.31-44
• /
• 2004

정보센터는 지식 집약적이며 조직의 업무프로세스와 조직구성원이 생성하는 지식자원을 공유 및 교류시키기 위한 조직으로 지식관리와 관련하여 매우 중요한 의미를 갖는다. 본 연구는 조직의 역량개발을 위해 중요한 의미를 갖는 정보센터의 지식관리 수준과 관련된 요인들을 살펴봄으로서 조직의 정보공유 및 지식교류 향상을 위해 고려되어야 할 사항에 대해 논의하였다. 조직문화, 지식의 중요성, 그리고 정보기술 지원정도가 지식관리에 영향을 미치는 잠재요인으로 파악되어 43명의 데이터베이스 전문 인력의 설문내용을 기초로 가설을 검증하였다. 연구결과 정보기술에 대한 지원정도가 크면 클수록 정보센터의 지식관리 수준이 향상되는 것으로 파악되었다.

• 한국정보시스템학회지:정보시스템연구
• /
• 제16권2호
• /
• pp.145-169
• /
• 2007

The purpose of this research is to investigate success factors of knowledge management in Korea companies. The research scheme was experimented through a questionnaire survey answered by 87 companies. The research model was composed of five groups : 1) CEO support and business strategics, 2) organization culture 3) information technology characteristic of knowledge workers 4) a reward and performance measurement 5) knowledge management system. The results of this research indicated that the CEO support and organization culture are important factors for knowledge activities. The information technology characteristic of knowledge workers and a reward have small effects for knowledge activities. Manufacturing companies and non-manufacturing companies need different knowledge management strategies. The results of this study will be helpful for the success implementation of knowledge management in Korean companies.

• 한국지능정보시스템학회:학술대회논문집
• /
• 한국지능정보시스템학회 1999년도 추계학술대회-지능형 정보기술과 미래조직 Information Technology and Future Organization
• /
• pp.111-120
• /
• 1999

Although the concept of viewing knowledge as a critical resource has been widely accepted in prior studies, it is not fully understood how to acquire available knowledge in order to improve organizational effectiveness. However, it si sure that organizational knowledge management should pursuit the achievement of the business goal by delivering relevant and useful information to the right person at the right time. Group Support System (GSS) can play an important role to transfer scatter information into meaningful business knowledge for supporting strategic corporate decision-making. This study proposes a fuzzy GSS framework for acquiring workgroup knowledge from individual memory and aggregating workgroup knowledge to organizational knowledge. This study also proposes an architecture to support the fuzzy GSS framework. The architecture consists of user agents, information management agents, and a fuzzy model manager. To illustrate how the fuzzy GSS framework can be used to support the whole process of organization knowledge acquisition, an Internet-based GSS was developed and applied in a marketing decision process. It showed that the framework was effective for acquiring organizational knowledge.

• 경영정보학연구
• /
• 제18권4호
• /
• pp.155-171
• /
• 2016

오늘날 조직은 팀으로 구성되어 있고 팀들의 지식관리를 지원하는 정보기술에 많은 투자를 하고 있으며, 팀 성과를 높이기 위한 교류기억시스템의 활용에 관한 중요성도 증가하고 있다. 본 연구의 목적은 지식관리를 지원하는 정보기술과 교류기억시스템이 팀 성과에 미치는 영향에 있어서 지식(형식지, 암묵지)의 공유 및 활용의 매개효과를 살펴보는 것이다. 이를 위해 지식관리를 지원하는 정보기술을 사용하고 있는 다양한 업종의 근로자 37개 팀 224명 응답자의 자료를 사용하여 구조방정식으로 분석하였다. 그 결과는 다음과 같다. 첫째, 지식관리를 지원하는 정보기술은 교류기억시스템에 높은 영향을 미치는 것으로 밝혀졌다. 둘째, 지식관리를 지원하는 정보기술은 직접 지식(형식지, 암묵지) 공유 및 활용에 미치는 효과보다 교류기억시스템을 매개로 하는 것이 더 높은 효과가 있었다. 그리고 지식관리를 지원하는 정보기술은 지식 활용보다 공유에 더 높은 효과가 있었다. 셋째, 교류기억시스템은 암묵지 공유, 형식지 공유, 암묵지 활용, 형식지 활용 순으로 유의미하게 나타났다. 마지막으로 지식(형식지, 암묵지) 공유 및 활용과 팀 성과와의 관계에서 암묵지 활용, 암묵지 공유, 형식지 활용 순으로 유의미하게 나타났다.