scholarly journals Understanding the Role of Tacit Knowledge in Call-Center Organizations

2021 ◽  
Author(s):  
Samantha Okegbe
Keyword(s):  
Problem Solving ◽  
Tacit Knowledge ◽  
Call Center ◽  
Explicit Knowledge ◽  
Transfer Of Knowledge ◽  
Job Roles ◽  
Extant Literature ◽  
Job Role

This article aims to understand the role of tacit knowledge in call center organizations with the objective of understanding how call center representatives use tacit knowledge in their job roles and functions. Extant literature has focused on explicit knowledge but the research on tacit knowledge is still underdeveloped. The complexities and difficulties of the call center job role and the usage and transfer of knowledge is reviewed. Also, it takes into considerations past literature on tacit knowledge, how these respondents employ tacit knowledge in efficiently handling customers, responding to their queries, and engaging this form of knowledge in problem solving. The article concludes with discussion and implications for call center organizations and responders.

The death of distance, revisited: disseminative capacity and knowledge transfer

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chansoo Park
Keyword(s):  
Knowledge Transfer ◽  
Tacit Knowledge ◽  
Explicit Knowledge ◽  
Psychic Distance ◽  
Content Type ◽  
Tacit Knowledge Transfer ◽  
The Relationship ◽  
Moderating Role ◽  
Foreign Parent

Purpose The purpose of this paper is to assess how the transfer of explicit and tacit knowledge is affected by the knowledge disseminative capacity of a foreign parent firm, with an emphasis on the moderating role of psychic distance, by developing and testing a theoretical model of international joint venture (IJV) learning. Design/methodology/approach The author tested the hypotheses with survey data collected from 199 IJVs in South Korea, estimating a structural equation model using AMOS 23.0. Findings The authors found that the capacity of the foreign parent to disseminate knowledge to the IJV has a greater impact on explicit knowledge transfer than tacit knowledge transfer. He also found that the relationship between disseminative capacity and explicit knowledge transfer is significantly moderated by psychic distance, but the relationship between disseminative capacity and tacit knowledge transfer is not. Originality/value The results are critical for IJVs and parent firms seeking to improve knowledge transfer, as they establish the importance of parent firms’ disseminative capacities and the moderating role of psychic distance in the process of both tacit and explicit knowledge transfer. This research addresses the research gap regarding disseminative capacity by providing empirical evidence.

Social Network Structures for Explicit, Tacit and Potential Knowledge

2011 ◽  
pp. 81-90
Author(s):  
Anssi Smedlund
Keyword(s):  
Knowledge Management ◽  
Social Network ◽  
Tacit Knowledge ◽  
Network Structure ◽  
Explicit Knowledge ◽  
Network Structures ◽  
Underlying Assumption ◽  
Knowledge Assets ◽  
Social Network Structure

The purpose of this conceptual article is to develop argumentation of the knowledge assets of a firm as consisting of three constructs, to extend the conventional explicit, tacit dichotomy by including potential knowledge. The article highlights the role of knowledge, which has so far not been utilized in value creation. The underlying assumption in the article is that knowledge assets can be thought of as embedded in the relationships between individuals in the firm, rather than possessed by single actors. The concept of potential knowledge is explained with selected social network and knowledge management literature. The findings suggest that the ideal social network structure for explicit knowledge is centralized, for tacit knowledge it is distributed, and for potential knowledge decentralized. Practically, the article provides a framework for understanding the connection between knowledge assets and social network structures, thus helping managers of firms in designing suitable social network structures for different types of knowledge.

Tacit Knowledge and Discourse Analysis

2011 ◽  
pp. 3657-3662
Author(s):  
Michele Zappavigna-Lee ◽  
Jon Patrick
Keyword(s):  
Discourse Analysis ◽  
Information Systems ◽  
Tacit Knowledge ◽  
Explicit Knowledge ◽  
Semiotic Analysis ◽  
Dominant Position ◽  
Systems Research ◽  
Information Systems Research ◽  
Subsequent Section

The emphasis in information systems research is typically on converting tacit knowledge into explicit knowledge (Hershel, Nemati, & Steiger, 2001). Attention is also given to setting up a dichotomy of tacit and explicit knowledge in terms of articulation (can it be carried in language?), codification (can it be turned into an artifact?) or judgment (is it objective or subjective?). This article is structured to critique the dominant position in information systems research that tacit knowledge is ineffable. The background section provides an introduction to the extensive interdisciplinary literature on tacit knowledge, providing context for the subsequent section that deconstructs the assumptions that this literature makes about what it means to, in Polanyi’s (1966, p. 4) terms, “know more than we can tell.” To conclude, the role of linguistic and semiotic analysis in realising the growing trend toward theorising “community knowing,” rather than knowledge as an artifact, is suggested in the final sections.

The Role of Knowledge Management in Innovation

2009 ◽  
Vol 08 (04) ◽  
pp. 317-330 ◽  
Author(s):  
Meeta Dasgupta ◽  
A. Sahay ◽  
R. K. Gupta
Keyword(s):  
Knowledge Management ◽  
Tacit Knowledge ◽  
Explicit Knowledge ◽  
Knowledge Capital ◽  
Economic Success ◽  
Knowledge Based ◽  
Talent Pool ◽  
Innovation Projects ◽  
Innovation Practices

Research on innovation practices reinforces the notion that majority of innovation projects fail systematically due to being managed as raw technology projects. Open forms of innovation where internal and external ideas are leveraged across the organisation are gaining importance over the internal and centralised approach to R&D. India, during the last 15 years, has been spiralling ahead towards ultimate economic success based on its 'knowledge-based talent pool'. Innovation has become a top strategic focus for most Indian companies. Seeing the growing importance of innovation and knowledge management, a need was felt to understand how organisations manage their knowledge capital so as to promote innovation. This paper aims to provide insights into how an organisation manages knowledge through culture, structure, technology and leadership, so as to promote acquisition and application of knowledge which leads to innovation. The study brings out the importance of tacit knowledge embedded in the firm's culture, structure and leadership as a complement to the explicit knowledge embedded in the firm's technology and documents.

The role of SHRM in turning tacit knowledge into explicit knowledge: a cross-national study of the UK and Malta

2013 ◽  
Vol 24 (12) ◽  
pp. 2299-2320 ◽  
Author(s):  
Judy W. Scully ◽  
Sandra C. Buttigieg ◽  
Alexis Fullard ◽  
Duncan Shaw ◽  
Mike Gregson
Keyword(s):  
Tacit Knowledge ◽  
Explicit Knowledge ◽  
National Study ◽  
The Uk ◽  
Cross National Study ◽  
Cross National

How multidimensional emotional intelligence impacts intra-organizational knowledge sharing behaviours of employees?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shehla Malik
Keyword(s):  
Emotional Intelligence ◽  
Knowledge Sharing ◽  
Tacit Knowledge ◽  
Explicit Knowledge ◽  
Equation Modeling ◽  
Content Type ◽  
Emotional Appraisal ◽  
Tacit Knowledge Sharing ◽  
Regulation Of Emotion

Purpose This study aims to assess the role of various emotional intelligence dimensions in stimulating two types of employee knowledge sharing behaviour – tacit knowledge sharing behaviour and explicit knowledge sharing behaviour. Design/methodology/approach The causal relationships among the constructs were tested by applying quantitative research methods. A questionnaire-based survey was used to draw a sample from 10 information technology (IT) organizations in India. A data set of 308 usable questionnaires was analysed using structural equation modeling technique to test the hypothesized relationships among various constructs. Findings This study found that all four dimensions of emotional intelligence, namely, self-emotional appraisal, others’ emotional appraisal, use of emotion and regulation of emotion have a positive effect on tacit knowledge sharing behaviour of employees. In addition, explicit knowledge sharing behaviour was also positively influenced by others’ emotional appraisal and use of emotion. However, no significant effect was made by self-emotional appraisal and regulation of emotion on explicit knowledge sharing behaviour of employees. Originality/value Little is empirically known about the link between emotional intelligence constructs and knowledge sharing behaviours. This study brings new insights by assessing the role of different emotional intelligence dimensions on two different types of knowledge sharing behaviour. An interesting finding advances the understanding of knowledge sharing behaviours by indicating a greater variance in tacit knowledge sharing behaviour (caused by emotional constructs) as compared to explicit knowledge sharing behaviour.

Social Network Structures for Explicit, Tacit and Potential Knowledge

2010 ◽  
pp. 1947-1956
Author(s):  
Anssi Smedlund
Keyword(s):  
Knowledge Management ◽  
Social Network ◽  
Tacit Knowledge ◽  
Network Structure ◽  
Explicit Knowledge ◽  
Network Structures ◽  
Underlying Assumption ◽  
Knowledge Assets ◽  
Social Network Structure

The purpose of this conceptual article is to develop argumentation of the knowledge assets of a firm as consisting of three constructs, to extend the conventional explicit, tacit dichotomy by including potential knowledge. The article highlights the role of knowledge, which has so far not been utilized in value creation. The underlying assumption in the article is that knowledge assets can be thought of as embedded in the relationships between individuals in the firm, rather than possessed by single actors. The concept of potential knowledge is explained with selected social network and knowledge management literature. The findings suggest that the ideal social network structure for explicit knowledge is centralized, for tacit knowledge it is distributed, and for potential knowledge decentralized. Practically, the article provides a framework for understanding the connection between knowledge assets and social network structures, thus helping managers of firms in designing suitable social network structures for different types of knowledge.

scholarly journals PENGEMBANGAN MEDIA PEMBELAJARAN BERBASIS TEKNOLOGI INFORMASI DALAM MENINGKATKAN MUTU PEMBELAJARAN PENDIDIKAN AGAMA HINDU ABAD 21

2019 ◽  
Vol 4 (2) ◽  
pp. 168
Author(s):  
Niluh Ari Kusumawati ◽  
Kadek Aria Prima Dewi PF
Keyword(s):  
Information Technology ◽  
Problem Solving ◽  
21St Century ◽  
Transfer Of Knowledge ◽  
21St Century Education ◽  
Process Learning ◽  
Teachers And Students ◽  
Main Support ◽  
Creativity And Innovation

<p>In this globalization era the role of science and technology covers various aspects of life, especially the world of Education. Education is an aspect of supporting the success of a nation. Hinduism Education is a subject that instills Hinduism. In learning Hinduism Education learning media becomes the main  support of the learning process. Learning  media as a channel for information and messages in learning. Information technology-based learning media is a demand in facing the challenges of 21st century Education. 21st century education has four skills in learning communication (Communication), Collaboration (Collaboration), Critical Thingking and Problem Solving (Critical Thinking and problem solving) and Creativity and Innovation (Creativity and Innovation). With the guidance of the age development, the use of IT-based learning  media  in  learning  Hinduism Education  will  facilitate the transfer  of knowledge  in learning. The benefit of using IT-based learning media is to facilitate the interaction between teachers and students so that learning activities become effective and efficient The use of Information Technology-based learning media such as the internet, mobile phones, flash disks, etc. facilitates the transfer of knowledge in learning.</p>

The nexus between emotional intelligence and types of knowledge sharing: does work experience matter?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shehla Malik
Keyword(s):  
Emotional Intelligence ◽  
Knowledge Sharing ◽  
Tacit Knowledge ◽  
Work Experience ◽  
Explicit Knowledge ◽  
Content Type ◽  
Types Of Knowledge ◽  
Tacit Knowledge Sharing ◽  
The Impact

Purpose Owing to limited research exploring the role of emotional constructs on different types of knowledge sharing, this paper aims to examine the impact of emotional intelligence on two different types of knowledge sharing, namely, tacit knowledge sharing and explicit knowledge sharing. Further, this study also attempts to explore the moderating role of work experience between emotional intelligence-knowledge sharing relationship. Design/methodology/approach A survey design methodology is used to collect data from 245 employees of global information technology (IT) companies located in India. Structural equation modelling technique was applied to test the hypothesised relationships among the constructs. Findings The results indicate that emotional intelligence has a stronger positive effect on tacit knowledge sharing (ß = 0.78, p < 0.001) compared to explicit knowledge sharing (ß = 0.59, p < 0.001). Multigroup analysis results reveal that influence of emotional intelligence on tacit knowledge sharing was stronger for high experience group compared to low experience group. However, no significant differences were found based on work experience for the emotional intelligence-explicit knowledge sharing relationship. Practical implications This study suggests suitable interventions that management can adopt to enhance tacit as well as explicit knowledge sharing in global IT organisations. Originality/value This study provides a comprehensive understanding of the differences that exists between tacit and explicit knowledge sharing and highlights the impact of emotional intelligence on these distinctively. It advances knowledge sharing literature and brings uniqueness by exploring the moderating role of work experience on emotional intelligence-knowledge sharing relationship in a non-western setting.

Empirical Evidence of Organizational Knowledge From a Typological Perspective and Its Linkages With Performance

2018 ◽  
Vol 10 (4) ◽  
pp. 45-60 ◽  
Author(s):  
Ayodotun Stephen Ibidunni ◽  
Chinonye Love Moses ◽  
Omotayo Adeniyi Adegbuyi ◽  
Muyiwa Oladosun ◽  
Maxwell Olokundun
Keyword(s):  
Regression Analysis ◽  
Tacit Knowledge ◽  
Empirical Evidence ◽  
Explicit Knowledge ◽  
Telecommunications Industry ◽  
Organisational Knowledge ◽  
Administrative Employees ◽  
And Performance ◽  
The Relationship

Empirical evidence on the role of individuals' and group tacit and explicit knowledge in driving performance, is clearly missing in organisational knowledge literature. To fill this gap, a survey of 504 Managerial, technical and administrative employees of organisations in the Nigerian telecommunications industry form the sample for this study. Based on the multiple regression analysis, the relationship between organisational knowledge and performance was established. The results indicate that managers should focus on group-tacit knowledge, individual-explicit knowledge and individual-tacit knowledge as the most strategic types of organisational knowledge for enhancing performance.

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