An online knowledge-centred framework for faculty support and service innovation

VINE

Volumn 43, Issue 1, 2013, Pages 96-110

  He, Wu ^a   Abdous, M'Hammed ^a  

^a OLD DOMINION UNIVERSITY   (United States)

Author keywords

Academic staff; Faculty development; Faculty support; Knowledge management; Knowledge centred support; Service innovation; Service quality

Indexed keywords

ACADEMIC STAFF; FACULTY DEVELOPMENT; FACULTY SUPPORT; SERVICE INNOVATION; SERVICE QUALITY;

QUALITY OF SERVICE; SOCIETIES AND INSTITUTIONS;

KNOWLEDGE MANAGEMENT;

EID: 84873466378     PISSN: 03055728     EISSN: 14741032     Source Type: Journal    
DOI: 10.1108/03055721311302160     Document Type: Article

References (66)

1. Abdous, M. and He, W. (2008a), "Streamlining online course development process by using project management tools" in Quarterly Review of Distance Education, Vol. 9, No. 2, pp. 181-8.
2. Abdous, M. and He, W. (2008b), "A design framework for syllabus generator" in Journal of Interactive Learning Research, Vol. 19, No. 4, pp. 541-50.
3. Abdous, M. and He, W. (2009), "Using text mining to support learning in live video streaming" in British Journal of Educational Technology, Vol. 40, No. 5, pp. 40-9.
4. Adams, G. and Lamont, B. (2003), "Knowledge management systems and developing sustainable competitive advantage" in Journal of Knowledge Management, Vol. 7, No. 2, pp. 142-54.
5. Akgün, A.E., Keskin, H. and Byrne, J. (2009), "Organizational emotional capability, product and process innovation, and firm performance: an empirical analysis" in Journal of Engineering and Technology Management, Vol. 26, No. 3, pp. 103-30.
6. Alavi, M. and Leidner, D. (1999), "Knowledge management system: issues, challenges and benefits", Communication of AIS, Vol. 1, No. 7.
7. Alavi, M. and Leidner, D. (2001), "Knowledge management and knowledge management systems: conceptual foundations and research issues" in MIS Quarterly, Vol. 25, No. 1, pp. 107-36.
8. Andersen, M.K. and Queck, P.F. (2011), "Service innovation in the facility management industry", ISS White paper, available at: www.aspector.dk/fileadmin/aspector/Pdf/WP_Innovation_in_Facility_Management_Services_Aspector.pdf (accessed 12 April 2012).
9. Asoh, D.A., Belardo, S. and Crnkovic, J. (2007), "Assessing knowledge management: refining and cross validating the knowledge management index using SEM techniques" in International Journal of Knowledge Management, Vol. 3, No. 2, pp. 1-30.
10. Bagchi, N. (2010), "Innovation and knowledge framework for SME competitiveness: case study of SMEs in a pharmaceutical industry cluster" in Asia Pacific Tech Monitor, Vol. 27, Sept-Oct, pp. 28-38.
11. Bose, R. (2004), "Knowledge management metrics" in Industrial Management & Data Systems, Vol. 104, No. 6, pp. 457-68.
12. Brady, M.K., Cronin, J.J. and Brand, R.R. (2002), "Performance-only measurement of service quality: a replication and extension" in Journal of Business Research, Vol. 55, No. 1, pp. 17-31.
13. Burrill, C.W. and Ledolter, J. (1998), Achieving Quality Through Continual Improvement, Wiley, New York, NY.
14. Carmen, C. and José, G. (2008), "The role of technological and organizational innovation in the relation between market orientation and performance in cultural organizations" in European Journal of Innovation Management, Vol. 11, No. 3, pp. 413-34.
15. Custy, J. (2007), "Knowledge centred support & ITIL", available at: www.hdine.org/A5595E/hdine.nsf/787fcab204c2c5f0852572a900569257/$FILE/JohnCustyHDI.pdf (accessed 12 December 2011).
16. Damanpour, F., Walker, R.M. and Avellaneda, C.N. (2009), "Combinative effects of innovation types and organizational performance: a longitudinal study of service organizations" in Journal of Management Studies, Vol. 46, No. 4, pp. 650-75.
17. Darling-Hammond, L. (2009), "President Obama and education: the possibility for dramatic improvements in teaching and learning" in Harvard Educational Review, Vol. 79, No. 2, pp. 210-23.
18. Darroch, J. and McNaughton, R. (2003), "Beyond market orientation - knowledge management and the innovativeness of New Zealand firms" in European Journal of Marketing, Vol. 37, Nos 3/4, pp. 572-93.
19. du Plessis, M. (2007), "The role of knowledge management in innovation" in Journal of Knowledge Management, Vol. 11, No. 4, pp. 20-9.
20. Egbu, C., Sturgesand, J. and Bates, B. (1999), "Learning from knowledge management and trans-organisational innovations in project management environments" in Hughes, W.P. (Ed.), Proceedings of the 15th annual conference of the Association of Researchers in Construction Management (ARCOM), John Moores University, Liverpool, UK, 15-17 September, pp. 95-103.
21. Gallupe, B. (2001), "Knowledge management systems: surveying the landscape" in International Journal of Management Reviews, Vol. 3, No. 1, pp. 61-77.
22. Geroski, P.A. and Machin, S. (1992), "Do innovating firms outperform non innovators?" in Business Strategy Review, pp. 79-90, Summer.
23. Gilbert, P., Morse, R. and Lee, M. (2007), "Enhancing IT support with knowledge management", available at: www.techrepublic.com/whitepapers/enhancing-it-support-with-knowledge-management/1115659 (accessed 21 December 2011).
24. Gloet, M. and Terziovski, M. (2004), "Exploring the relationship between knowledge management practices and innovation performance" in Journal of Manufacturing Technology Management, Vol. 15, No. 5, pp. 402-9.
25. Hassan, S. and Al-Hakim, L. (2011), "The relationships among critical success factors of knowledge management, innovation and organizational performance: a conceptual framework", Proceedings of 2011 International Conference on Management and Artificial Intelligence, Vol. 6, IACSIT Press, Bali.
26. He, W., Means, T. and Lin, G. (2006), "Tracking and managing field experiences in teacher development programs" in International Journal of Technology in Teaching and Learning, Vol. 2, No. 2, pp. 137-51.
27. Kamath, V., Rodrigues, L. and Desai, P. (2011), "The role of top management in using knowledge management as a tool for innovation - a system dynamics perspective", Proceedings of the World Congress on Engineering, Vol. I, WCE 2011, July 6-8, 2011, London, UK.
28. Kangas, A. (2006), "The relationship between organizational culture and innovations in KM" in International Journal of Educational Management, Vol. 12, No. 3, pp. 212-20.
29. Kaplan, R. and Norton, D. (1996), The Balanced Scorecard, Harvard Business School Press, Boston, MA.
30. Kautz, K. and Mahnke, V. (2003), "Value creation through IT-supported knowledge management? The utilisation of a knowledge management system in a global consulting company" in Informing Science, Vol. 6, pp. 75-88.
31. Kidwell, J., Vander Linde, K.M. and Johnson, S. (2001), "Applying corporate knowledge management practices in higher education" in Bernbom, G. (Ed.), Information Alchemy: The Art and Science of Knowledge Management, EDUCAUSE Leadership Series No. 3, Jossey-Bass, San Francisco, CA, pp. 1-24.
32. Kruger, C.J. and Johnson, R.D. (2011), "Is there a correlation between knowledge management maturity and organizational performance?" in VINE: The journal ofinformation and knowledge management systems, Vol. 41, No. 3, pp. 265-95.
33. Kulkarni, U.R., Ravindran, S. and Freeze, R. (2007), "A knowledge management success model: theoretical development and empirical validation" in Journal of Management Information Systems, Vol. 23, No. 3, pp. 309-47.
34. Levinthal, D. and March, L. (1993), "The myopia of learning" in Strategic Management Journal, Vol. 14, S2, pp. 95-112.
35. Lin, R.J., Chen, R.H. and Chiu, K.K.S. (2010), "Customer relationship management and innovation capability: an empirical study" in Industrial Management and Data Systems, Vol. 110, No. 1, pp. 111-33.
36. Long, D.W.D. (1997), "Building the knowledge-based organization: how culture drives knowledge behavior", working paper, Ernst & Young Center for Business Innovation, Cambridge, MA, available at: www.providersedge.com/docs/km_articles/building_the_knowledge-based_organization.pdf (accessed 22 December 2011).
37. Lubit, R. (2001), "The keys to sustainable competitive advantage: tacit knowledge and knowledge management" in Organizational Dynamics, Vol. 29, No. 4, pp. 164-78.
38. Magnusson, P.R. (2003), "Benefits of involving users in service innovation" in European Journal of Innovation Management, Vol. 6, No. 4, pp. 228-38.
39. Magnusson, P.R., Matthing, J. and Kristensson, P. (2003), "Managing user involvement in service innovation" in Journal of Service Research, Vol. 6, No. 11, pp. 111-24.
40. Malhotra, Y. (2005), "Integrating knowledge management technologies in organizational business processes: getting real time enterprises to deliver real business performance" in Journal of Knowledge Management, Vol. 9, No. 1, pp. 7-28.
41. Martins, E.C. (2000), "Relationship between organizational culture and creativity", University of South Africa, Pretoria, MLNF dissertation.
42. Nantapanuwat, N., Ractham, P. and Kaewkittipong, L. (2010), "An investigation of the determinants of knowledge management systems success in banking industry" in World Academy of Science, Engineering and Technology, Vol. 71, pp. 588-95.
43. Nonaka, I. (2006), The Knowledge Creating Company, Oxford University Press, London.
44. Paiva, E.L. and Fensterseifer, J.E. (2002), "Focusing information in manufacturing: KM perspective" in Industrial Management & Data Systems, Vol. 102, No. 7, pp. 31-9.
45. Pedersen, C. and Dalum, B. (2004), "Incremental versus radical change - the case of the Digital North Denmark Programme" in Proceeding of the 10th International Schumpeter Society Conference, Bocconi University, Milan, 2004, pp. 9-12.
46. Pitt, M. and Tucker, M. (2008), "Performance measurement in facilities management: driving innovation?" in Property Management, Vol. 26, No. 4, pp. 241-54.
47. Popadiuk, S. and Choo, C.W. (2006), "Innovation and knowledge creation: how are these concepts related?" in International Journal of Information Management, Vol. 26, pp. 302-12.
48. Rahimi, H., Arbabisarjou, A., Allameh, S.M. and Aghababaei, R. (2011), "Relationship between knowledge management process and creativity among faculty members in the university" in Interdisciplinary Journal of Information, Knowledge, and Management, Vol. 6, pp. 17-33.
49. Ramachandran, S.D., Chong, S.C. and Ismail, H. (2009), "The practice of knowledge management processes: a comparative study of public and private higher education institutions in Malaysia" in VINE: The journal of information and knowledge management systems, Vol. 39, No. 3, pp. 203-22.
50. Roberts, D.M. (2008), "The integration of service innovation into an existing model for volume and variety", unpublished doctoral dissertation, Rensselaer Polytechnic Institute, Troy, IN.
51. Rogers, M. (1998), "The definition and measurement of innovation", working paper, The University of Melbourne, October.
52. Rogers, E.M. (2003), Diffusion of Innovations, 5th ed., Free Press, New York, NY.
53. Sallis, E. and Jones, G. (2002), Knowledge Management in Education, Kogan Page, London.
54. Service Innovation (2011), "Knowledge-centered support practices guide", available at: www.serviceinnovation.org/included/docs/kcs_practicesguide.pdf (accessed 15 December 2011).
55. Sohail, M.S. and Daud, S. (2009), "Knowledge sharing in higher education institutions: perspectives from Malaysia" in VINE: The journal of information and knowledge management systems, Vol. 39, No. 2, pp. 125-42.
56. Thomas, B.D. (2006), "An empirical investigation of factors promoting knowledge management system success", unpublished dissertation, Texas Tech University, Lubbock, TX.
57. Tidd, J. and Bessant, J. (2008), "Innovation - what it is and why it matters", Managing Innovation, available at: http://media.wiley.com/product_data/excerpt/86/EHEP0009/EHEP000986.pdf (accessed 21 April 2012).
58. Ubon, A.N. and Kimble, C. (2002), "Knowledge management in online distance education" in Proceedings of the 3rd International Conference Networked Learning 2002, University of Sheffield, UK, March 2002, pp. 465-73.
59. Uden, L. and Naaranoja, M. (2011), "Knowledge management and innovation" in Eardley, A. and Uden, L. (Eds.), Innovative Knowledge Management: Concepts for Organizational Creativity and Collaborative Design, pp. 300-18.
60. van der Aa, W. and Elfring, T. (2002), "Realizing innovation in services" in Scandinavian Journal of Management, Vol. 18, No. 2, pp. 155-71.
61. Visser, J.K. and Sluiter, E. (2007), "Performance measures for a telecommunications company", in IEEE Africon 2007 Proceedings.
62. Yang, C.C., Marlow, P.B. and Lu, C.S. (2009), "Knowledge management enablers in liner shipping" in Transportation Research Part E, Vol. 45, No. 2, pp. 893-903.
63. Winter, S.G. (1995), "Four Rs of profitability: rents, resources, routines, and replications" in Montgomery, C.A. (Ed.), Resource-Based and Evolutionary Theories of the Firm: Towards a Synthesis, Kluwer, Norwell, MA, pp. 147-78.
64. Zack, M., McKeen, J. and Singh, S. (2009), "Knowledge management and organizational performance: an exploratory analysis" in Journal of Knowledge Management, Vol. 13, No. 6, pp. 392-409.
65. Gan, Y. and Zhu, Z. (2007), "A learning framework for knowledge building and collective wisdom advancement in virtual learning communities" in Educational Technology & Society, Vol. 10, No. 1, pp. 206-26.
66. Leila, H.A., McCarthy, R. and Aronson, J. (2007), "An empirical investigation of knowledge management systems success" in The Journal of Computer Information Systems, Vol. 48, No. 2, pp. 121-36.