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The sharing and transfer of context specific knowledge in a product support environment

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dc.contributor.author Walsh, John N.
dc.date.accessioned 2021-04-12T08:17:45Z
dc.date.available 2021-04-12T08:17:45Z
dc.date.issued 2014
dc.identifier.citation Walsh, J.N.; (2014) 'The sharing and transfer of context specific knowledge in a product support environment'. International Journal of Knowledge-Based Development, . en_US
dc.identifier.uri http://hdl.handle.net/10344/9980
dc.description peer-reviewed en_US
dc.description.abstract Research on knowledge intensive services argues that service firms possess deeper expert knowledge which they co-produce and share with clients and which tends to result in context specific knowledge (Nordin et al., 2011; Edvardsson et al., 2005; Freel, 2006; Wong and He, 2005). A key knowledge development capability is codifying this knowledge to enable its efficient transfer without losing the specialisation and context specific nature from which its value derives. A case study is presented of a knowledge intensive service company providing product support for business clients' technical hardware and software problems through codification of solution procedures within their applicable contexts. This paper examines the effects of codification on how service work is performed and how the client relationship is structured. It finds that increased codification resulted in workers engaging in a number of informal work practices that improved the re-use of codified service procedures, increased their problem-solving capabilities and made the service provision function more efficient for the firm. en_US
dc.language.iso eng en_US
dc.publisher Inderscience en_US
dc.relation.ispartofseries International Journal of Knowledge-Based Development;5 (1), pp. 80-97
dc.relation.uri https://doi.org/10.1504/IJKBD.2014.059802
dc.subject knowledge intensive services en_US
dc.subject software en_US
dc.title The sharing and transfer of context specific knowledge in a product support environment en_US
dc.type info:eu-repo/semantics/article en_US
dc.type.supercollection all_ul_research en_US
dc.type.supercollection ul_published_reviewed en_US
dc.date.updated 2021-04-12T07:37:31Z
dc.description.version ACCEPTED
dc.identifier.doi 10.1504/IJKBD.2014.059802
dc.rights.accessrights info:eu-repo/semantics/openAccess en_US
dc.internal.rssid 2998360
dc.internal.copyrightchecked Yes
dc.identifier.journaltitle International Journal of Knowledge-Based Development
dc.description.status peer-reviewed


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