Patterns of gaining and sharing of knowledge about customers: A study of an Express Parcel Delivery Company

Aziz, N. and Sparrow, J. (2011) Patterns of gaining and sharing of knowledge about customers: A study of an Express Parcel Delivery Company. Knowledge Management Research and Practice, 9 (1). pp. 29-47. ISSN 14778238 (ISSN)

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Knowledge sharing is an acknowledged pre-requisite for effective knowledge management. There is an extensive literature upon knowledge sharing practices and potential barriers. There is increasing recognition of the value of knowledge about customers within organisations. There are often several distinct avenues through which such knowledge is channelled. An assessment tool of knowledge flows is used to identify patterns in knowledge sharing for different facets of knowledge about customers within a case study organisation. An analysis is undertaken of sharing of knowledge about customers among customer service, sales and operations management teams, within the teams with peers, horizontally with other teams, and vertically within the organisation. The study demonstrates that it is possible to identify patterns of sharing knowledge about customers. The research highlights the value of the approach towards analysing knowledge sharing in organisations generally. © 2011 Operational Research Society. All rights reserved.

Item Type: Article
Identification Number:
March 2011Published
Uncontrolled Keywords: case study, customer knowledge, express parcel delivery company, knowledge sharing
Subjects: CAH17 - business and management > CAH17-01 - business and management > CAH17-01-05 - human resource management
Divisions: Faculty of Business, Law and Social Sciences > Birmingham City Business School
Depositing User: Hussen Farooq
Date Deposited: 10 Feb 2017 12:26
Last Modified: 22 Mar 2023 11:49

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