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Needs and Expectations of the Internal Customers from the Knowledge Management System

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  • Sanjeev Verma
  • Ranjan Chaudhuri
  • Ritesh Rajput

Abstract

In recent years knowledge management has been widely used to manage tacit and explicit knowledge of organizational systems. It has been well documented that organizations with higher information flow and knowledge sharing are more efficient and productive. An organization built on such well developed networks also produce measurable business results like faster learning, quicker response to client needs, and better problem-solving. This paper aims to study existing knowledge practices, the use of Knowledge Management (KM) as a strategic tool and the factors affecting the use of KM in the Indian service industry. The overall objectives of the research are to describe needs and expectations of internal customers from knowledge management system.

Suggested Citation

  • Sanjeev Verma & Ranjan Chaudhuri & Ritesh Rajput, 2008. "Needs and Expectations of the Internal Customers from the Knowledge Management System," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 33(1), pages 64-79, February.
    • Handle: RePEc:sae:manlab:v:33:y:2008:i:1:p:64-79
    DOI: 10.1177/0258042X0803300104
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    References listed on IDEAS

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    1. Conduit, Jodie & Mavondo, Felix T., 2001. "How critical is internal customer orientation to market orientation?1," Journal of Business Research, Elsevier, vol. 51(1), pages 11-24, January.
    2. Nancy Paule Melone, 1990. "A Theoretical Assessment of the User-Satisfaction Construct in Information Systems Research," Management Science, INFORMS, vol. 36(1), pages 76-91, January.
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