The Electronic Journal of Knowledge Management publishes original articles on topics relevant to studying, implementing, measuring and managing knowledge management and intellectual capital.

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Journal Article

A Problem Solving Typology of Service Business  pp37-45

Paavo Ritala, Tatiana Andreeva, Miia Kosonen, Kirsimarja Blomqvist

© Mar 2011 Volume 9 Issue 1, ECKM Special Issue, Editor: Eduardo Tome, pp1 - 84

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In this study, we sketch a problem‑based perspective of the service business, following the latest theoretical developments in the field of the knowledge‑based view of the firm and the related problem‑solving perspective. In particular, we approach services as problems to be solved for and with the customer. Our paper outlines a framework in which the knowledge processes regarding service delivery are conceptualized on two axes: 1) the intensity of knowledge sharing and co‑creation of services between the provider and the customer and 2) the nature of the problem‑solving process regarding the service delivery. Based on the developed conceptual framework, we provide implications concerning the organizing of various types of services in terms of the different problem‑solving processes they require. Furthermore, after identifying the distinctive problem‑solving processes with the help of the typology, theoretical and practical implications for service and knowledge management are discussed.


Keywords: services, service business, knowledge, co creation, problem solving, typology


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Journal Article

Effects of Knowledge Representation on Knowledge Acquisition and Problem Solving  pp153-158

Mohamed Khalifa, Kathy Ning Shen

© Apr 2006 Volume 4 Issue 2, ICICKM 2005, Editor: Charles Despres, pp91 - 216

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The way knowledge is represented influences the effectiveness with which that knowledge can be shared and reconstructed. Of particular interest to this study is the hypertext knowledge representation. Based on the schema theory, we propose a model explaining the effect of the hypertext knowledge representation on the user's problem solving performance. The sophistication of the knowledge structure that the user can construct from the hypertext knowledge representation is proposed as an intervening variable mediating the effect of hypertext on the problem solving performance. According to our model, the hypertext representation of the "collective schemata" of a group of experts allows the user to acquire a more complex and better integrated knowledge structure that is more similar to the experts' than does a linear representation. The model further hypothesizes that the complexity, integration and degree of similarity of an individual's schemata to that of domain experts in turn improves significantly the individual's problem solving performance. Compared to the linear representation, the hypertext representation of expert knowledge is expected to improve the quality of problem solving in the organization through the facilitation of the acquisition of more sophisticated knowledge structures by the users. A field experiment was used to verify the hypotheses of our model. This research demonstrates the important role of hypertext knowledge representation in supporting knowledge construction and problem solving.


Keywords: Hypertext, knowledge representation, knowledge elicitation, knowledge construction, problem solving


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Journal Issue

Volume 9 Issue 1, ECKM Special Issue / Mar 2011  pp1‑84

Editor: Eduardo Tome

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Guest Editor Dr. Eduardo Tomé
Eduardo concluded a PhD in Economics with a thesis on the European Social Fund in 2001 at the Technical University in Lisbon. His main research interests are Social Policy and Human Resources / Knowledge Management / Intellectual Capital. He has published papers in International Refereed Journals as the Journal of Intellectual Capital, the Journal of European Industrial Training, the International Journal of Management Concepts and Philosophy, and the International Journal of Learning and Intellectual Capital. He is a member of the Editorial Board of the Electronic Journal of Knowledge Management. Since 2001 he has presented papers in around 4 international conferences every year.


Keywords: nalytic hierarchy process, change processes, co-creation, collective intelligence, competitive intelligence, conceptual learning, hospital-in-the-home units, intellectual capital, KIBS, knowledge interactions, trust-building mechanisms, computer services, case study, KM 2.0, knowledge, knowledge creation, knowledge management, knowledge management maturity, knowledge sharing, knowledge-based development, learning dynamics, operational learning, personal knowledge and skills, problem solving, sensitivity modelling, service business, services, social computing, SPF framework, storytelling, typology, university, user-generated content, Web 2.0, work profile,


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