test Browse by Author Names Browse by Titles of Works Browse by Subjects of Works Browse by Issue Dates of Works
       

Advanced Search
Home   
 
Browse   
Communities
& Collections
  
Issue Date   
Author   
Title   
Subject   
 
Sign on to:   
Receive email
updates
  
My Account
authorized users
  
Edit Profile   
 
Help   
About T-Space   

T-Space at The University of Toronto Libraries >
School of Graduate Studies - Theses >
Doctoral >

Please use this identifier to cite or link to this item: http://hdl.handle.net/1807/11241

Title: Knowledge Management Systems and Customer Knowledge Use in Organizations
Authors: Paquette, Raymond Scott
Advisor: Choo, Chun Wei
Department: Information Studies
Keywords: Information Systems
Knowledge Management
Issue Date: 1-Aug-2008
Abstract: The objective of the research was to understand how customer knowledge was used in an organization and the role knowledge management systems (KMS) played in this use. Traditionally, organizations have relied on internal knowledge to shape their corporate strategy. Recently however they are tapping new sources of knowledge that are external to the firm. One important source of organizational knowledge is a company’s customers, as they present a source of knowledge that may provide new insights, innovations and ideas that are not necessarily found within the organization. The study examined the perceptions and beliefs of customer knowledge held by an organization’s employees, the types of customer knowledge available to the firm, the use of a KMS, and its impact on an organization’s use of knowledge. We posed the question of how these perceptions and beliefs influenced the types of customer knowledge available and the design and implementation of a KMS. Furthermore, we investigated the impact of customer knowledge types and knowledge management systems on how an organization uses customer knowledge in its regular operational routines. To answer these questions, a case study was conducted in a Canadian health care systems organization. By taking the approach that individuals in an organization are the key to sharing knowledge with customers, this research was able to gain an in-depth understanding of how employees view customer knowledge, including both positive and negative attitudes towards this new source of knowledge. The types of customer knowledge available to the study organization were identified, as were the ways that the newly implemented KMS helped and hindered knowledge sharing. The results of the research demonstrate how the types of customer knowledge available to an organization can be categorized by the perceived quality and the perceived accessibility of the knowledge. These findings contribute to the field of knowledge management by moving towards a theory of how customer knowledge is used by an organization, and how internal and external factors affect this use. Furthermore, this study raises awareness of the importance of a KMS in managing customer knowledge, including key aspects of its design and implementation.
URI: http://hdl.handle.net/1807/11241
Appears in Collections:Doctoral
Information Program - Doctoral theses

Files in This Item:

File Description SizeFormat
Paquette_Raymond_S_200806_PhD_thesis.pdf2.46 MBAdobe PDF
View/Open

This item is licensed under a Creative Commons License
Creative Commons

Items in T-Space are protected by copyright, with all rights reserved, unless otherwise indicated.

uoft