Journal of Business and Management

Journal of Business and Management

ISSN: 2291-1995 (Print)    ISSN: 2291-2002 (Online)

Volume 4 (2015), No. 2, Pages 19-31

DOI: 10.12735/jbm.v4i2p19

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Developing a Framework of Double-Loop Knowledge Management Model on Customer Self-Service Systems

Shan-yan Huang1 

1Department of International Trade, Overseas Chinese University, Taichung, Taiwan

URL: https://doi.org/10.12735/jbm.v4i2p19

To Cite this Article     Article Views: 632     Downloads: 372  Since deposited on 2015-06-11

Abstract

This study developed a framework of double-loop knowledge management (KM) model that constructed a successful foundation of a problem solving orientation in the main stream of public service domain. Aiming at the potential benefits on customer self-service systems, we proposed a set of research propositions that represents the essential relatedness between the necessary elements and its performance under the settings in Taiwan’s e-government. The four essential elements including organization, leadership, learning and technology were inferred to have positive effects on KM implementations that provide a suitable route for enhancing problem solving performances in customer self-service systems. Facing a disproportionate condition of knowledge within interpersonal networks, the framework provides a powerful filter to sieve out the beneficial knowledge that is produced, shared, or integrated by one's own side, and could decrease the cognitive gaps among the interaction of customers or members (citizens, businesses, employees and other agencies for government administration) towards a holistic approach of KM practices.

JEL Classifications: H41, M15

Keywords: self-service systems, knowledge management, problem solving, e-government

To Cite this Article: Huang, S. Y. (2015). Developing a framework of double-loop knowledge management model on customer self-service systems. Journal of Business and Management, 4(2), 19-31. https://doi.org/10.12735/jbm.v4i2p19

Copyright © Shan-yan Huang

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This article is published under license to Science and Education Centre of North America. This is an Open Access article distributed under the terms of the Creative Commons Attribution 4.0 International License.

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Developing a Framework of Double-Loop Knowledge Management Model on Customer Self-Service Systems
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