• Journal of Information Technology Services
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• v.16 no.3
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• pp.185-203
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• 2017

Call center service is enabled by the use of a firm's various information technologies (IT) and accumulated knowledge. IT and knowledge resources have been considered a fundamental infrastructure for developing a firm's business capabilities. Recognizing this, this study examines whether a firm's IT and customer knowledge resources enhance its customer service process capability and thereby contribute to creating superior customer service, at the level of customer service representatives (CSRs). That is, constructs in this study were measured on a basis of CSRs' perception. Moreover, this study verifies the moderating role of CSRs' computer self-efficacy on the relationships between IT and customer knowledge resources and customer service process capability. To test the proposed hypotheses, this study conducted partial least squares (PLS) analysis with a total of 234 data which were collected on CSRs working at four call centers. The key findings are as follows: first, IT infrastructure integration and customer knowledge integration are positively associated with customer service process capability. Second, customer service process capability is a key determinant of customer service performance. Finally, CSRs' computer self-efficacy has a moderating effect on the relationship between IT infrastructure integration and customer service process capability. The details of the findings and implications are presented.

• The Journal of Asian Finance, Economics and Business
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• v.9 no.6
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• pp.267-276
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• 2022

The objective of this study was to examine the relationship between knowledge management and business performance through the role of innovation capabilities in door manufacturing companies in Ho Chi Minh City, Vietnam. The study proved the importance of knowledge management as well as the important role of innovation capacity in affecting the business performance of door manufacturing companies. The study was conducted by surveying 400 managers/CEOs who are members of the Board of Directors who directly run door manufacturing and trading businesses in Ho Chi Minh City collected from March 2021 to October 2021. The authors used confirmatory factor analysis (CFA) to determine the most common observed variables of each factor. Research findings indicated that knowledge management orientation and innovation capability impacted business performance and confirmed the mediating role of innovation capability towards previous variables. These results kindly contribute to theoretical and practical bricks of building determinants of business performance as well as knowledge management indoor manufacturers for future consideration. From the above results, the study has suggested managerial implications to further improve the investment in developing knowledge management elements and innovation capacity to achieve high business results in enterprises door production in Ho Chi Minh City, Vietnam in the future.

• The Journal of Information Technology
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• v.4 no.2
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• pp.69-81
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• 2001

In this paper, we examine work in the evolution of content-based retrieval systems that rely on an intelligent infrastructure. Here, we refer to intelligence as the capabilities of the systems to build and maintain situational or world models, utilize dynamic knowledge representations, exploit context and overage advanced reasoning and learning capabilities. We argue that these elements are essential to producing effective systems for retrieving visual information at semantic levels matching those of human perception and cognition. In this paper, we review relevant research on the understanding of human intelligence and construction of intelligent systems in the fields of cognitive psychology, artificial intelligence, semiotics. We also discuss how some of the principal ideas from these fields lead to new opportunities and capabilities for content-based retrieval systems. Finally, we discribe some of our efforts in these directions. In particular, we present MediaNet, a multimedia knowledge presentation framework that facilitate and enable intelligent content-based retrieval.

• Knowledge Management Research
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• v.21 no.4
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• pp.243-263
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• 2020

The purpose of this study is to propose the performance measurement model for open big data platform. In order to develop the performance measurement model, we have integrated big data reference architecture(NIST 2018) with performance prism model(Neely et al. 2001) in the platform perspective of open big data. Our proposed model consists of five key building blocks for measuring performance of open data platform as follows: stakeholder contribution, big data governance capabilities, big data service capabilities, big data IT capabilities, and stakeholder satisfaction. In addition, our proposed model have twenty four evaluation indices and seventy five measurement items. We believe that our model could offer both research and practical implications for relevant research.

• International Journal of Computer Science & Network Security
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• v.21 no.8
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• pp.327-341
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• 2021

The knowledge management was considered as the inevitable result of the rule of knowledge in this era, and its importance became clear in being the main source for achieving success, the need to consider and manage knowledge as an independent field that must be addressed with a clear scientific methodology has become intangible - they are very valuable and a strategic asset. On the other hand, the innovation process relates to all parts of the organization, and helps to improve the behavioral patterns of individuals and their attitudes towards adopting modern and innovative ideas, it is a purposeful process adopted by the senior management and works to provide the capabilities and requirements for embodying the innovative behavior in it. In the field of dealing with the market, it is a product of the organization's innovative approach, which aims at advancement, change, and intended and organized renewal. The main objective of this article is to determine the most appropriate ways to integrate knowledge management mechanisms to employ innovation factors within universities based on the role of universities in supporting innovation. This was achieved through reviewing many relevant research and listing the most prominent concepts of knowledge management, its importance, objectives, and processes determining the stages of knowledge management application, the requirements for applying knowledge management, and the obstacles that impede its application; Then the statement "Innovation in universities, through which it addressed the concept of innovation, its importance, stages, and requirements for its application, as well as identifying the most prominent models of innovation, and obstacles to innovation, in addition to that the role of universities in supporting innovation will be identified. From the surveyed study done in this article, we concluded that the relationship among organizational culture, knowledge management and innovation capability can provide useful insights for managers regarding developing a strong culture, promote knowledge management practices effectively and eventually enhance the whole organization's innovation capability. Also, we found that different components of Knowledge Management as Knowledge activities, Knowledge types, transformation of knowledge and technology have a significant positive effect in bringing innovation through transformation of knowledge into knowledge assets in universities.

• Journal of Korea Technology Innovation Society
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• v.18 no.2
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• pp.292-317
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• 2015

As modern science and technology and warfare become to be advanced and precise, the weapon systems becomes more complex based on state-of-the-art technology. Therefore, firms in the defense industry continue to accelerate research and development for up-to-date weapon systems with high complexity which urge the firms to collaborate with the external organizations to obtain the knowledge required and eventually to reduce costs and risk. This study tries an empirical study about the effect of collaboration on the innovation performances from the network analysis perspective. By surveying collaboration relationships among 530 firms in the Korean defense industry, we analyzed the alliance network of the defense industry. Network centrality including degree, closeness, and betweenness centralities is investigated and then the relationship among the network centrality property, internal R&D capabilities and innovation is analysed. The results show that firms with high internal R&D capabilities place the firm at center of the network. On the other hand, except for the firms with highly connected centrality, no relationship was found between the internal R&D capabilities and its performance and in turn. these capabilities had both direct and indirect effects on innovation performances through mediated collaboration among firms. This study implied that Korean firms with a high internal R&D capabilities in the defense industry which utilize knowledge, information and resources within the network more frequently show more innovative performance. This result claims the policy makers to participate more firms in fostering open innovation for the defense industry.

• Journal of Convergence for Information Technology
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• v.8 no.4
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• pp.219-224
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• 2018

The purpose of this paper is to analyze the influence of marketing capabilities on business performance among SMEs. The results suggest that complexity, trialability, and observability are among the technological factors that have a significant influence on ICT adoption. Research advantage and compatibility do not influence ICT adoption. Meanwhile, organizational factors such as owner/manager knowledge and innovativeness significantly influence ICT adoption among SMEs. Environmental factors such as competitive pressure, institutional intervention contribute significantly to the adoption. Moreover, data analysis reveals that ICT adoption has a positive influence toward SMEs' marketing capabilities. Finally marketing capabilities significantly influence a firm's business performance.

• Korea Journal of Hospital Management
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• v.18 no.4
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• pp.113-130
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• 2013

The aim of this article is to propose a framework for standardization of knowledge based on a case study of clinical operation to guide initial hospital knowledge management projects. Both quantitative and qualitative data for the project from 2009 through 2012 were collected for analysis. In a study of knowledge management project of a lab in S Hospital's Eye Center, this research examines the standardization of operational knowledge for competence enhancement of the lab. The lab defined and standardized the knowledge concern of the lab operation and the in-group from 2008. Organizations are often unaware of the potential value of tacit knowledge in both clinical and administrative area. The main finding from the case study is that analysis of such tacit knowledge of a lab in a hospital can be transformed into explicit knowledge for organizational capabilities such as improved quality, responsiveness and competitive advantage. Concepts from Nonaka's theory are used to investigate processes of knowledge standardization, examining the strategic value of tacit knowledge and the need to rely primarily on internal documentation processes. Since there has been limited research on hospital knowledge management. it may also be useful to researchers in generating propositions for further study.

• Journal of Families and Better Life
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• v.32 no.1
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• pp.101-115
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• 2014

Healthy family specialists, who must be equipped with comprehensive and specific knowledge on the health of families with an extensive span of duty, should receive continued education for enhancing their capabilities. In this context, this study will focus on a coaching program that brings excellent result in helping healthy family specialists to set up a vision, exercising leadership and improve their personal relations, etc. with a focus on the potential and possibility of persons and organizations. To accomplish the purpose of this study, the present condition of the existing reeducation program for healthy family specialists conducted by the Central Healthy Family Support Center was grasped. This was done through an analysis on the educational programs for nurturing professional coaches executed by many educational institutions in an effort to propose the coaching education program for enhancing the capabilities of healthy family specialists. The contents related to instruction, time, qualifications, etc. proposed in the model developed through the considered educational program could be used in the future for the education of healthy family specialists so that they may enhance their capabilities.

• Research in Mathematical Education
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• v.4 no.1
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• pp.45-55
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• 2000

The rapid proliferation of wireless networks provides a ubiquitous channel for delivering instructional materials at the convenience of the user. By delivering content through portable devices linked to the Internet, the full spectrum of multimedia capabilities is available for engaging the user's interest. This capability encompasses not only text but images, video, speech generation and voice recognition. Moreover, the incorporation of machine learning capabilities at the source provides the ability to tailor the material to the general level of expertise of the user as well as the immediate needs of the moment: for instance, a request for information regarding a particular city might be covered by a leisurely presentation if solicited from the home, but more tersely if the user happens to be driving a car. This paper presents system architecture to support mobile instruction in conjunction with knowledge-based tutoring capabilities. For concreteress, the general concepts are examined in the context of a system for mathematics education on the Web.