Journal Article10.1108/17410390610708472
Knowledge sharing issues in the introduction of a new technology
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TL;DR: A rich picture emerges of sub‐cultural silos of knowledge linked with psychological contracts and power‐based relationships influencing and inhibiting adoption and acceptance of the CRM system.
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Abstract: Purpose – This exploratory case study research aims to apply a processual analysis to the implementation of a customer relationship management (CRM) system from a knowledge management perspective to a contemporary (1999‐2004) situation within a UK city council. The paper seeks to place a specific focus on areas neglected in previous CRM studies – sub‐cultures, psychological contracts, how tacit knowledge is surfaced and transferred, and with what effects on implementation.Design/methodology/approach – The paper investigates how the system stakeholders and the information system (IS) itself evolved through encountering barriers, sharing knowledge, finding new uses, inventing work‐arounds.Findings – A rich picture emerges of sub‐cultural silos of knowledge linked with psychological contracts and power‐based relationships influencing and inhibiting adoption and acceptance of the CRM system.Originality/value – This case study research provides useful information on the implementation of a CRM system from a kn...
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Citations
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TL;DR: In this article, the authors found that knowledge sharing and team culture have an important influence on service innovation performance and that to achieve high service innovation, organizations first need to develop knowledge sharing behaviors plus a better team culture.
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Measuring Service Innovation Performance through Team Culture and Knowledge Sharing Behaviour in Hotel Services: A PLS Approach☆
TL;DR: In this article, the influence of team culture and knowledge sharing behavior on service innovation performance in the Malaysian hotel industry is examined and the findings indicate that team culture has a significant effect on the service innovation.
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CRM literature: conceptual and functional insights by keyword analysis
TL;DR: An up‐to‐date conceptual and functional CRM framework emerges, consisting of a total of nine distinct research areas having their own weights, importance and popularity among the research community.
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Authentic leadership and its impact on creativity of nursing staff: A cross sectional questionnaire survey of Indian nurses and their supervisors
TL;DR: It is shown that knowledge sharing behaviour and use of information technology are important and relevant variables that affect the degree of influence that authentic leadership has on employee creativity.
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