Modern Business Context

tKnowledge Management Practices in the Business Context: A Focus on Complaint Management in the Banking Sector

Abdelfattah Triki and Samiha Mjahed

KNOWLEDGE MANAGEMENT PRACTICES IN THE BUSINESS CONTEXT: A FOCUS ON COMPLAINT MANAGEMENT IN THE BANKING SECTOR Written by: Abdelfattah Triki & Samiha Mjahed

Institut Supérieur de Gestion de Tunis

Introduction In order to succeed in the knowledge-based economy, business firms need to commit to continuous learning and to adapt quickly to changing environments with the help of knowledge management (KM). KM is not only concerned with knowledge repositories, knowledge access and knowledge tools, but also with a culture that is conducive to effective knowledge creation, implementation, sharing and use (Rowley 2002). Culture is deemed important because KM is embedded in value systems that go beyond technological advancement or established corporate business practices. KM is multifaceted and is concerned with people and systems. This is why it is important to understand its link with the organization itself as well as with the broader social environment. Knowledge is an important resource residing inside or outside the boundaries of the firm. Effort is needed to access such a resource and research is warranted to challenge our core assumptions and the way we view learning and adaptability such that generally accepted concepts be reconsidered and re-evaluated. In order to gain an understanding of KM learning, and adaptability, the combination of single and multi-industry case studies in different economic and social backgrounds is needed. Exploiting the learning practices of business firms and identifying the ways they absorb assimilate and use new knowledge may help us unlock and mobilize precious knowledge about KM that is imprisoned in local pockets scattered in different business sectors and cultural backgrounds. As a step towards such an understanding, the research in hand explores customer knowledge and focuses on...