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A knowledge-based framework for service management

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dc.contributor.author Walsh, John N.
dc.contributor.author O'Brien, Jamie
dc.date.accessioned 2021-04-12T08:58:04Z
dc.date.available 2021-04-12T08:58:04Z
dc.date.issued 2017
dc.identifier.citation Walsh, JN,O'Brien, J (2017) 'A Knowledge-Based Framework for Service Management'. Journal Of Information & Knowledge Management, 16 (4). en_US
dc.identifier.uri http://hdl.handle.net/10344/9982
dc.description peer-reviewed en_US
dc.description.abstract The purpose of this paper is to investigate how information and communication technologies are used for service standardisation, customisation, and modularisation by knowledge-intensive service firms through the development and empirical validation of a knowledge-based framework. This paper uses 59 in-depth interviews, observational data, and document analysis from case studies of three service-related departments in high-technology, multinational knowledge-intensive business services (KIBSs). Prior research does not conceptualise the relationships between service customisation, standardisation and modularisation. This paper seeks to overcome this gap by integrating insights from research on the role played by both knowledge and information and communication technologies (ICTs) to construct and validate a framework to deal with this gap. It outlines the implications for service firms' use of ICT to deal with increasing knowledge intensity as well as indicating the circumstances under which service knowledge is best customised, standardised and modularised. Further testing in other industries would prove useful in extending the usefulness and applicability of the findings. The originality of the paper lies in developing and validating the first framework to outline the relationship between how service knowledge is customised, standardised or modularised and indicating the associated issues and challenges. It emphasises the role of knowledge and technology. The value of this framework increases as more firms deal with increasing knowledge intensity in the services they provide and in their use of ICTs to reap the benefits of appropriate knowledge reuse. en_US
dc.language.iso eng en_US
dc.publisher World Scientific Publishing en_US
dc.relation.ispartofseries Journal of Information and Knowledge Management (JIKM);16 (4), 1750039
dc.relation.uri https://doi.org/10.1142/S0219649217500393
dc.rights Electronic version of "A knowledge-based framework for service management" published in,Journal of Information & Knowledge Management Vol. 16, No. 4. pp. 1750039. Pages 10.1142/S0219649217500393 © copyright World Scientific Publishing Company http://dx.doi.org/10.1142/S0219649217500393 en_US
dc.subject service management en_US
dc.subject framework development en_US
dc.subject case study research en_US
dc.title A knowledge-based framework for service management 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 2021-04-12T08:19:53Z
dc.description.version ACCEPTED
dc.identifier.doi 10.1142/S0219649217500393
dc.rights.accessrights info:eu-repo/semantics/openAccess en_US
dc.internal.rssid 2730648
dc.internal.copyrightchecked Yes
dc.identifier.journaltitle Journal Of Information & Knowledge Management
dc.description.status peer-reviewed


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