The Electronic Journal of Knowledge Management aims to publish perspectives on topics relevant to the study, implementation and management of knowledge management
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Journal Issue
Volume 9 Issue 1, ECKM Special Issue / Mar 2011  pp1‑84

Editor: Eduardo Tome

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Exploring Web 2.0 Applications as a Mean of Bolstering up Knowledge Management  pp1‑9

Thomas Bebensee, Remko Helms, Marco Spruit

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Inter‑generational learning dynamics in universities  pp10‑18

Constantin Bratianu, Adriana Agapie, Ivona Orzea, Simona Agoston

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How to Create Relational Capital In Hospital‑In‑The‑Home Units  pp19‑27

Juan-Gabriel Cegarra-Navarro, Gabriel Cepeda-Carrion, Eva Martínez-Caro, Mª Paz Salmador-Sánchez

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SPF 5 and Limitations to Investing in Knowledge Management  pp28‑36

Scott Erickson, Helen Rothberg

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A Problem Solving Typology of Service Business  pp37‑45

Paavo Ritala, Tatiana Andreeva, Miia Kosonen, Kirsimarja Blomqvist

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Trust‑Building Mechanisms for the Provision of Knowledge‑Intensive Business Services  pp46‑56

Enrico Scarso, Ettore Bolisani

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Abstract

The term knowledge‑intensive business services (KIBS) indicates private companies whose job consists of collecting, generating, analysing, and distributing knowledge with the purpose of delivering customized services to satisfy client’s needs. KIBS firms rely on highly educated professionals, and supply knowledge resources or other knowledge‑based services that clients are unable or unwilling to develop by themselves. The provision of KIBS entails a bilateral exchange of knowledge between the service provider and the end user along with the entire supply cycle. In this process, not only KIBS firms supply clients with precious elements of technical and applicative knowledge, but also client firms provide KIBS with pieces of knowledge that are necessary for designing a successful solution. As is well underlined in the literature, trust is an essential ingredient of client‑provider knowledge exchanges, so that KIBS companies have deal with it properly. This is not simple, since trust has several dimensions that rely on different trust‑building mechanisms. In light of this, the paper aims to analyse the different forms of trust and the related trust‑building mechanisms that come into play during the delivery of a knowledge‑intensive service. This is done by discussing the findings of a multiple case‑study of a particular group of KIBS, i.e. computer service companies located in the Northeast of Italy. Specifically, the study: a) offers a knowledge‑oriented description of the interactions that take place during the service delivery process between client and KIBS firms; b) analyses the role played by the different forms of trust, as antecedents and consequences of each interaction; c) makes some remarks about the trust building mechanisms that a KIBS company can exploit, and the resulting management implications. 

 

Keywords: KIBS, knowledge interactions, trust-building mechanisms, computer services, case study

 

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The LIFE Technique – Creating a Personal Work Profile  pp57‑72

Peter Sharp

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The Changing Role of Knowledge in Companies: How to Improve Business Performance Through Knowledge  pp73‑84

Gaby Neumann, Eduardo Tome

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