Enhancing knowledge-based service quality: A knowledge management perspective

Hwan-Yann Su and Yichen Lin

The Service Industries Journal, 2006, vol. 26, issue 7, 787-800

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.

Date: 2006
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Citations: View citations in EconPapers (3)

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DOI: 10.1080/02642060600898328

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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