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Knowledge management and employee pr...

Gomez, Christina Michelle.

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Knowledge management and employee productivity.

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Knowledge management and employee productivity./
Author:	Gomez, Christina Michelle.
Description:	47 p.
Notes:	Adviser: Howard Tokunaga.
Contained By:	Masters Abstracts International46-01.
Subject:	Psychology, Industrial. -
Online resource:	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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008 110523s2007 ||||||||||||||||| ||eng d
020 $a 9780549121008
035 $a (UMI)AAI1445237
035 $a AAI1445237
040 $a UMI $c UMI
100 1 $a Gomez, Christina Michelle. $3 1269544
245 1 0 $a Knowledge management and employee productivity.
300 $a 47 p.
500 $a Adviser: Howard Tokunaga.
500 $a Source: Masters Abstracts International, Volume: 46-01, page: 0549.
502 $a Thesis (M.S.)--San Jose State University, 2007.
520 $a 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.
590 $a School code: 6265.
650 4 $a Psychology, Industrial. $3 520063
650 4 $a Sociology, Organizational. $3 1018023
690 $a 0624
690 $a 0703
710 2 $a San Jose State University. $3 1020800
773 0 $t Masters Abstracts International $g 46-01.
790 $a 6265
790 1 0 $a Tokunaga, Howard, $e advisor
791 $a M.S.
792 $a 2007
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=1445237