Enhancing knowledge-based service quality: A knowledge management perspective

Abstract

The research proposes a framework of corporate knowledge management for enhancing knowledge-based service quality of franchise stores in the service industries. Knowledge management can provide businesses with many competitive advantages including average level of knowledge enhancement, service quality improvement, cost and time reductions, strengthened relationships among colleagues and quicker knowledge creation. The proposed framework emphasises the link between knowledge management and corporate mission and vision. Understanding the importance of enhancing knowledge-based service quality and competitive advantage, a framework and a case study demonstrating and explaining how it operates are provided in detail to encourage businesses to implement knowledge management.