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Knowledge Management and Drivers of Innovation in Services Industries

Book Description

Knowledge Management is concerned with all aspects of eliciting, acquiring, modelling, and managing knowledge. Application of knowledge resources successfully helps the organization to deliver creative products and services. Especially in service business, service job experience and information about the customer, as well as the installed site equipment, are key factors to deliver services efficiently and with high quality. In many cases supporting information is stored in different backend systems and it needs to be retrieved, aggregated, and presented on demand.
Knowledge Management and Drivers of Innovation in Services Industries provides a comprehensive collection of knowledge from experts within the Information and Knowledge Management field. Outlining areas on Knowledge Management, Innovation, Information Technologies and Systems, and Services Industry, this book provides insight for academic professors, policymakers, and students alike.

Table of Contents

  1. Cover
  2. Title Page
  3. Copyright Page
  4. Editorial Advisory Board and List of Reviewers
    1. List of Reviewers
  5. Preface
  6. Chapter 1: ALSA CHINA
    1. ABSTRACT
    2. INTRODUCTION
    3. ALSA IN CHINA
    4. ALSA CHINA AND KNOWLEDGE MANAGEMENT
  7. Chapter 2: Knowledge in Universities and Research Centres
    1. ABSTRACT
    2. INTRODUCTION
    3. KNOWLEDGE NETWORKS IN UNIVERSITIES AND RESEARCH CENTRES: RELATIONAL CAPITAL
    4. CONCLUSION AND FUTURE LINES OF RESEARCH
  8. Chapter 3: Alternative Call Center Operational Indicators to Customer Satisfaction
    1. ABSTRACT
    2. INTRODUCTION
    3. BACKGROUND
    4. RESEARCH METHOD
    5. FINAL REMARKS
  9. Chapter 4: How Are Professional Skills Acquired?
    1. ABSTRACT
    2. INTRODUCTION
    3. THEORETICAL BACKGROUND
    4. METHODS
    5. FINDINGS: THE CRUCIAL PHASES IN THE PROCESS OF LEARNING PROFESSIONAL PERFORMANCE
    6. CONCLUSION
  10. Chapter 5: Knowledge Management in the Public Service
    1. ABSTRACT
    2. INTRODUCTION: KM IN THE PUBLIC SERVICE
    3. THE SINGAPORE HAWKER CENTRE
    4. CONCLUSION: THE NEXT LAP FOR HPB
  11. Chapter 6: Assessing Knowledge Assets in Renewable Energy SMEs in Scotland
    1. ABSTRACT
    2. 1. INTRODUCTION
    3. 2. A METHODOLOGY FOR VALUING ORGANIZATIONAL KNOWLEDGE ASSETS
    4. 3. MAIN EVIDENCES AND IMPLICATIONS OF ORGANIZATIONAL KNOWLEDGE IN SCOTTISH RENEWABLE ENERGY INDUSTRY SMES
    5. 4. CLOSING REMARKS
  12. Chapter 7: Inside Entrepreneurship and Innovation Activities
    1. ABSTRACT
    2. INTRODUCTION
    3. ENTREPRENEURSHIP, FDIs, AND INNOVATION ACTIVITIES
    4. SUMMARY CONCLUSION
  13. Chapter 8: Achieving Competitive Advantage through Innovation
    1. ABSTRACT
    2. INTRODUCTION
    3. LITERATURE REVIEW
    4. BACKGROUND OF CHINESE SUPERMARKET SYSTEM
    5. METHODOLOGY
    6. FINDING AND DISCUSSION
    7. NON-TECHNOLOGY INNOVATION
    8. CONCLUSION
  14. Chapter 9: Adverse Events and Medical Errors in Greece
    1. ABSTRACT
    2. INTRODUCTION
    3. 1. DEFINITIONS AND CONTEXT
    4. 2. CLASSIFICATIONS
    5. 3. FRAMEWORK FOR IDENTIFYING MEDICAL ERRORS
    6. 4. METHODS FOR KNOWLEDGE CREATION AND CAPTURE
    7. 5. CONCLUSION
  15. Chapter 10: Dynamics in Knowledge
    1. ABSTRACT
    2. PAST, PRESENT, AND FUTURE SITUATIONS IN PRODUCTION AND MANAGEMENT
    3. BACKGROUND
    4. MAIN FOCUS OF THE CHAPTER
    5. FUTURE RESEARCH DIRECTIONS
    6. CONCLUSION
  16. Chapter 11: Towards an Improved Hotel Reservation System
    1. ABSTRACT
    2. 1. INTRODUCTION
    3. 3. DESCRIPTION OF THE DESIGNED SYSTEM
    4. 4. OPERATION EXAMPLE
    5. 5. CONCLUSION
  17. Chapter 12: A Risk Assessment Framework for Inter-Organizational Knowledge Sharing
    1. ABSTRACT
    2. INTRODUCTION
    3. BACKGROUND
    4. LITERATURE REVIEW
    5. RISK ASSESSMENT FRAMEWORK
    6. A DECISION SUPPORT SYSTEMS FOR ASSESSING KNOWLEDGE SHARING RISKS
    7. CONCLUSION
  18. Chapter 13: Knowledge Management for Web-Based Learning Systems
    1. ABSTRACT
    2. 1. INTRODUCTION
    3. 2. RESEARCH METHODOLOGY
    4. 3. CASE ANALYSIS
    5. 4. EXPLORING USER’S INFORMATION EXPERIENCE ON WEBSITES
    6. 5. CONCLUSION
  19. Chapter 14: A Predictive Modeling of Retail Satisfaction
    1. ABSTRACT
    2. 1. INTRODUCTION
    3. 2. A SNAPSHOT ON INDIAN RETAIL INDUSTRY
    4. 3. APPLICATION OF DATA MINING IN RETAIL SECTOR
    5. 4. REVIEW OF SHOPPING SATISFACTION LITERATURE
    6. 5. RESEARCH DESIGN AND DATA ANALYSIS
    7. 6. CONCLUSION AND FUTURE AREAS OF RESEARCH
  20. Chapter 15: Innovation for E-Services Management
    1. ABSTRACT
    2. 1. INTRODUCTION
    3. 2. THEORETICAL PERSPECTIVES FOR THE INNOVATIVE E-SERVICES MODEL
    4. 3. USER EXPERIENCE AND PERCEPTION WITH E-SERVICES
    5. 4. USER MOTIVATION
    6. 5. USER SUPPORT
    7. 6. USER CONTROL
    8. 7. USAGE FREQUENCY
    9. 8. CONCLUSION
  21. Chapter 16: A Multi-Agent Knowledge Management System for Reactive and Proactive Knowledge Supply
    1. ABSTRACT
    2. INTRODUCTION
    3. STATE OF THE ART
    4. AN AGENT-BASED ARCHITECTURE
    5. KNOWLEDGE MANAGEMENT SOFTWARE AGENTS
    6. DISCUSSION AND FUTURE WORK
  22. Chapter 17: Framework of Knowledge and Intelligence Base
    1. ABSTRACT
    2. INTRODUCTION FROM INTELLIGENCE TO SERVICE
    3. ACOS EVAL
    4. INTELLIGENCE
    5. DECISION SUPPORT
    6. NATURALISTIC DECISION MAKING (NDM)
    7. KNOWLEDGE MANAGEMENT AND ENTERPRISE ARCHITECTURE
    8. FUTURE RESEARCH DIRECTIONS: FUZZY CHAOS
    9. CONCLUSION
  23. Chapter 18: Enhancing Information Retrieval Capabilities of Knowledge Management Systems
    1. ABSTRACT
    2. INTRODUCTION
    3. AN OVERVIEW OF USER SERVICES
    4. KNOWLEDGE MANAGEMENT AND USER SERVICES
    5. INFORMATION RETRIEVAL AND KNOWLEDGE MANAGEMENT
    6. METADATA STANDARDS
    7. CONTROLLED VOCABULARY
    8. UNCONTROLLED VOCABULARY - SOCIAL TAGGING AND FOLKSONOMY
    9. CONCLUSION
  24. Chapter 19: Knowledge Management in Educational Games
    1. ABSTRACT
    2. INTRODUCTION
    3. PROPOSED APPROACH
    4. EDUCATIONAL GAME METAMODEL
    5. DESIGN CASE STUDY
    6. CONCLUSION
  25. Compilation of References
  26. About the Contributors
  27. Index