نشریه مدیریت دانش سازمانی
پیاپی 13 (تابستان 1400)

In this study, the effect of Customer Knowledge Management (CKM) on the "Quality of Services" (QS) and "Customer Satisfaction" (CS) has been investigated in the Mellat Bank. This is an applied-research running in a survey method. The sample consists of 107 employees and 372 customers of the Mellat Bank branches in the Kermanshah province. A questionnaire was prepared to measure the CKM level in terms of the bank employees and another one was made to determine the QS and CS in terms of the bank customers. In order to analyze the collected data, a one-sample t-test was used to identify the status of CKM. Then, using "Confirmatory Factor Analysis" (Path Analysis method), the relationships were tested. Finally, with the help of structural equation modeling, the path model was presented. The results showed that customer knowledge management in the Mellat Bank was above average and the appropriateness of the fit of the structural model and its compliance with the conceptual model of the research was observed. The standard estimate of the general model showed that customer knowledge management had a positive and significant effect on service quality and customer satisfaction, and the main hypotheses of the research were confirmed. The partial model standard estimate indicated that the dimensions of customer knowledge management were not prominent for bank branch employees.

Social media has a high potential to support two-way communication between organizations and their customers, at a relatively low cost and high levels of efficiency, so the present study aims to investigate the effects of social media use on the dimensions of customer knowledge management. The aim of the present research is practical application and the research method is descriptive-survey and the research data collection tool is a standard written questionnaire. The statistical population of this study includes all customers of the Entrepreneurship Bank in Tehran and 400 people were selected from the statistical population as a sample based on a possible random method and a research questionnaire was distributed among them. The obtained data were analyzed by SPSS and Amos software. Finally, the research hypotheses were tested experimentally based on the results of structural equation modeling (SEM) analysis. Based on these results, the use of social and hedonistic content of social media has had a significant direct impact on all aspects of knowledge management. But cognitive use of social media has had a significant direct effect only on the dimensions of knowledge of the customer and knowledge for the customer and its effect on the dimension of knowledge about the customer has been non-significant.

In today's competitive world, knowledge resources are one of the most valuable assets of an organization because they can create value. A part of organizational knowledge is related to business processes. In this article, a model is presented to identify and prioritize the dimensions of business process knowledge based on their effects on organizational value. Business process knowledge dimensions affect each other and ultimately affect the value of the organization. First, the key processes of the organization are identified during the process map and then a model including knowledge dimensions such as knowledge of the environment outside the process, knowledge input to the process, knowledge during the process, knowledge output of the process and knowledge about the process is presented. The combination of DEMATEL method and fuzzy analytic network process (ANP) has been used to find the cause-and-effect relationships and prioritize the processes. The tool used is a questionnaire that is filled by a sample of experts who are aware of the processes. After the analysis with multi-criteria decision-making methods, it was observed that knowledge from the external environment, knowledge about the process and knowledge during the process have the greatest effects on the value of the organization, respectively.

This research seeks to provide a model for implementing knowledge management in the command-and-control system, and has identified the dimensions of the issue by a thorough research on "knowledge management" and "command and control". If this phenomenon does not occur, tacit knowledge will not become explicit knowledge and in general, decisions and experiences that are the philosophy of knowledge management will not be used in decision-making, command and management. In this research, while using data-based theorizing, the interviews were conducted with 10 experts (who are experts, thinkers, graduates and employees of key positions related to the subject). In open coding, 148 related statements were extracted. In the axial coding stage, it was divided into 21 categories and in the selected coding, 8 general dimensions were extracted and the final research model was designed. This model includes 6 vital steps in the command-and-control system namely: collection, storage, aggregation, data mining, analysis and processing, and decision making, as well as 7 dimensions of knowledge management cycle namely: knowledge collection, knowledge validation, knowledge aggregation, data knowledge mining, knowledge processing and analysis, knowledge decision making and knowledge feedback.

To identify the behavioral factors affecting the knowledge sharing behavior published in the Jihad University Scientific Information Center and the Comprehensive Humanities Portal databases, through systematic review.

In the present study, a systematic method was used as the research method. In order to study the research process, the framework of Arksey and O’malley (2005) was used as the main framework. The reason for making this choice is that in the mentioned framework, the stages of analysis are based on the most effective methods that at the same time have simple instructions. The statistical population of the study was equal to 450 articles from both databases. After the initial screening, 42 articles that corresponded to the purpose of the study were selected as the sample size.

The findings revealed that a large number of published articles on the behavioral factors on knowledge sharing are related to the second half of the 2010-2020. Regarding the contribution of different fields in publishing articles related to behavioral factors on knowledge sharing, most of the published articles were in the journals of management sciences, information science, knowledgelogy, and education. In terms of using the type of research approach, the quantitative method was the most common type of research method with 37 articles. Also, the statistical populations of the studied articles ranked the staff, faculty members, students and teachers in the first to third ranks, respectively. Finally, the variables used in the published articles were divided into three main axes, namely cognitive, psychological and individual-social axes.

In general, the results of this study indicate that various factors affect knowledge sharing. Behavioral factors are one of these factors that play an important role in the formation of knowledge sharing in cognitive, psychological, and individual-social dimensions. Also, addressing the factors affecting knowledge sharing with a systematic review approach, in addition to strengthening research, can identify the shortcomings that exist in previous articles so that in this regard, the necessary measures can be taken to address them.

The purpose of this study is to design a model for establishing knowledge management in schools, because knowledge management is a key approach in empowering teachers and improving the quality of learning teaching activities, creating scientific vitality in students, preventing the waste of time and resources and, in short, increasing productivity in schools. In this research, the qualitative research approach and the systematic data-based method have been used. The statistical population of the study are the professors of education and elite educational agents in the Ministry of Education and in Tehran schools. The theoretical sampling method was used and 16 people were interviewed to reach the theoretical saturation. The validity of the interview was assessed by experts and its reliability was confirmed by an intra-subject agreement between the two coders. The coding method was used to analyze the interviews. The research findings obtained after performing open, pivotal and selective coding steps show that the establishment of knowledge management consists of 280 codes and 17 concepts in 5 categories. Knowledge management in schools was established in 5 categories of knowledge creation and absorption (education, visits, knowledge registration, research, presence of experts and formation of professional groups), knowledge organization (documentation, refinement and ontology of knowledge), knowledge storage (the use of technology and creation of an interactive environment), knowledge dissemination (individual factors, organizational factors and human capital training) and application of knowledge (individual factors and organizational structure).