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Knowledge management and employee pr...

Gomez, Christina Michelle.

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Knowledge management and employee productivity.

紀錄類型:	書目-語言資料,印刷品 : Monograph/item
正題名/作者:	Knowledge management and employee productivity./
作者:	Gomez, Christina Michelle.
面頁冊數:	47 p.
附註:	Adviser: Howard Tokunaga.
Contained By:	Masters Abstracts International46-01.
標題:	Psychology, Industrial. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=1445237
ISBN:	9780549121008

Knowledge management and employee productivity.
Gomez, Christina Michelle.

Knowledge management and employee productivity. - 47 p.

Adviser: Howard Tokunaga.

Thesis (M.S.)--San Jose State University, 2007.

Knowledge Management (KM) is the process by which an organization identifies, gathers, and documents the knowledge within the organization in order to share, utilize, and capitalize on the knowledge and efforts of its employees (Santosus & Surmacz, 2001; Lewison, 2001). This study examined the relationship between KM and employee productivity in a call center environment following a KM system implementation. The researcher hypothesized that both case volume and client satisfaction would increase, while initial response time and time to resolve cases would decrease post-KM implementation. Although initial response time and time to resolve did decrease post-KM implementation, case volume and client satisfaction did not increase as expected. Results suggest that KM may have a positive impact on employee productivity in a call center environment, however, limitations and implications are discussed. Future research suggestions include additional exploratory research on the relationship between organizational culture and KM and evaluation of the use of incentives in KM implementation.

ISBN: 9780549121008Subjects--Topical Terms:

520063
Psychology, Industrial.

Knowledge management and employee productivity.
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