Effective Knowledge Sharing in Service Systems

Author

Wong, Waiho ; Davis, Joseph G.

Author_Institution

Sch. of IT, Univ. of Sydney, Sydney, NSW, Australia

fYear

2009

fDate

21-25 Sept. 2009

Firstpage

498

Lastpage

501

Abstract

A model of a knowledge intensive service system is introduced to study knowledge sharing in these systems. Simulation experiments based on the model are conducted to relate particular aspects of knowledge creation and sharing to a metric of service performance. The results indicate that certain network configurations of knowledge sharing among the service provider agents have performance advantages over others. In addition, the degree of fallibility associated with shared knowledge has a significant impact on performance. This paper is part of a research program that investigates the knowledge dynamics within service systems with particular focus on the influence of human, social and structural factors.

Keywords

knowledge management; knowledge intensive service system; knowledge sharing; service performance; Application software; Automation; Cloud computing; Computer architecture; Conference management; Costs; Data security; Marketing and sales; Subscriptions; Usability; agent networks; knowledge management; service systems modelling;

fLanguage

English

Publisher

ieee

Conference_Titel

Services Computing, 2009. SCC '09. IEEE International Conference on

Conference_Location

Bangalore

Print_ISBN

978-1-4244-5183-8

Electronic_ISBN

978-0-7695-3811-2

Type

conf

DOI

10.1109/SCC.2009.62

Filename

5283910