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Abstract:

Purpose – This paper aims to develop a user-satisfaction-based knowledge management performance measurement model, including identifying the assessment criteria sourced from user-satisfaction-based core values, critical success factors and phases of knowledge management process. With the aid of the developed measurement model, organisations could assess the strength and weakness of their own knowledge management system and practice and then identify areas for improvement.

Design/methodology/approach – User-satisfaction-based core values, critical success factors and five-phase knowledge management process are identified through literature review and analysis, and expert interviews, with the aid of system-modelling techniques.

Findings – The seven user-satisfaction-based core values, eight critical success factors and five-phase knowledge management process are identified as the basis of the assessment criteria. These assessment criteria provide academics and practitioners with a new insight into the research landscape for knowledge management performance measurement.

Originality/value – The user-satisfaction-based approach provides direct measurement of knowledge management performances in organisations. The developed user-satisfaction-based knowledge management performance measurement model covers comprehensive assessment criteria, which are crucial to enable organisations to measure their knowledge management practices and identify improvement areas. It also provides a platform to benchmark performances among companies and even industries, and in turn continually improve knowledge management performances.

Keywords:

Customer satisfaction, Knowledge management, Performance measures

Article Type:

Research paper

Article URL:

http://www.emeraldinsight.com/10.1108/02656710910956184

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