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Enhancing knowledge-based service quality: A knowledge management perspective

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  • Hwan-Yann Su
  • Yichen Lin

Abstract

The research proposes a framework of corporate knowledge management for enhancing knowledge-based service quality of franchise stores in the service industries. Knowledge management can provide businesses with many competitive advantages including average level of knowledge enhancement, service quality improvement, cost and time reductions, strengthened relationships among colleagues and quicker knowledge creation. The proposed framework emphasises the link between knowledge management and corporate mission and vision. Understanding the importance of enhancing knowledge-based service quality and competitive advantage, a framework and a case study demonstrating and explaining how it operates are provided in detail to encourage businesses to implement knowledge management.

Suggested Citation

  • Hwan-Yann Su & Yichen Lin, 2006. "Enhancing knowledge-based service quality: A knowledge management perspective," The Service Industries Journal, Taylor & Francis Journals, vol. 26(7), pages 787-800, October.
    • Handle: RePEc:taf:servic:v:26:y:2006:i:7:p:787-800
    DOI: 10.1080/02642060600898328
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    Cited by:

    1. Li-Su Huang & Cheng-Po Lai, 2014. "Critical Success Factors For Knowledge Management Implementation In Life Insurance Enterprises," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 7(2), pages 79-89.
    2. Lan Li & Hsin-Chieh Kung & Fu-Sheng Tsai & Chih-Fang Liu & Kun-Hwa Lu, 2018. "Service Learning, Service Climate, and Service-Based Social Innovation for Sustainability," Sustainability, MDPI, vol. 10(7), pages 1-12, July.
    3. Syed Jamal Abdul Nasir Syed Mohamad & Nor Shahrul Nizam Muhamad Nor & Amily Fikry & Muhammad Ridzuan Abdul Aziz, 2023. "The Effect of Organizational Innovation Mediates between Knowledge Management Capabilities and Hotel Performance: A Conceptual Analysis," Information Management and Business Review, AMH International, vol. 15(3), pages 510-524.

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