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Examining SCRM approach and its role in facilitating tacit knowledge sharing & creation, and exploring its integration effects

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dc.contributor Aalto-yliopisto fi
dc.contributor Aalto University en
dc.contributor.author Durgam, Pradeep
dc.date.accessioned 2016-03-18T10:01:07Z
dc.date.available 2016-03-18T10:01:07Z
dc.date.issued 2016
dc.identifier.isbn 978-952-60-6670-7 (electronic)
dc.identifier.isbn 978-952-60-6669-1 (printed)
dc.identifier.issn 1799-4942 (electronic)
dc.identifier.issn 1799-4934 (printed)
dc.identifier.issn 1799-4934 (ISSN-L)
dc.identifier.uri https://aaltodoc.aalto.fi/handle/123456789/19843
dc.description.abstract Tacit knowledge resides in a person's mind, which is highly personal and very difficult to interpret & transfer. It can be transferred if individuals reside in the same environment for an extended period of time i.e. through shared experiences. Therefore, finding the right method to acquire tacit knowledge has always been difficult for organizations, as face-to-face interactions or sharing experiences in the same environment is not achievable all the time (due to geographic constraints, lack of mobility, etc.). Over and above that, tacit knowledge sharing through Information Technology (IT) and IT tools is extremely limited or totally impossible. But with the rise of the social web (online collaboration tools, social media, discussion forums, interactive blogs, etc.), tacit knowledge can be created and shared frequently. The main objective of this research is to investigate Social Customer Relationship Management (SCRM) approach and its role in facilitating tacit knowledge sharing & creation and the modification it brings about, due to the integration of social media activities. Based on literature review, in-depth interviews (qualitative approach) and data analysis, this research revisits and explains the concept of SCRM approach, and examines the key enablers required for SCRM approach to exist. Following the above starting point, this research explores if SCRM approach facilitates tacit knowledge creation and if yes, how. To do so, this research adopts Nonaka's 'Dynamic Theory of Organizational Knowledge Conversion & Creation' and investigates if SCRM approach facilitates all the four modes – Socialization, Externalization, Combination, and Internalization – in the SECI model (Micro-Level Analysis) and if yes, how. This study also examines online collaborative platforms or 'online spaces' implemented under SCRM approach that facilitate tacit knowledge sharing and creation. Simultaneously, this study explores the relationship of online spaces with BA', the shared context for knowledge creation (Micro-Level Analysis). This research adopts 'Mechanism of Co-ordination' to examine the effects of social media on R&D department's structure. It also describes new processes that are integrated within the New Product Development (NPD) process (Meso-Level Analysis). The integration of SECI model of knowledge creation and BA' in an SCRM setting is useful both to academia and practitioners. This research adds to the existing literature, which believes social media can facilitate tacit knowledge sharing and creation, and also helps practitioners understand the importance of generating customer knowledge through social media rather than relying on historical and transactional data. en
dc.format.extent 200
dc.format.mimetype application/pdf en
dc.language.iso en en
dc.publisher Aalto University en
dc.publisher Aalto-yliopisto fi
dc.relation.ispartofseries Aalto University publication series DOCTORAL DISSERTATIONS en
dc.relation.ispartofseries 33/2016
dc.relation.haspart [Publication 1]: Durgam, P. (2015). Chapter 17. From Web 2.0 to Social CRM: the place and value. Managing Emerging Technologies for Socio-Economic Impact, 354. E-Book: Managing Emerging Technologies for Socio-Economic Impact. Cheltenham, UK: Edward Elgar Publishing. The full text is included in the pdf-file of the dissertation.
dc.relation.haspart [Publication 2]: Durgam, P., & Sinha, A. (2014). Positive Disruptions Caused by SCRM Activities in the SECI process of Knowledge Creation: Insights from Four Case Studies. Published in the 27th BLED e-Conference (e-Ecosystems), 2014. The full text is included in the pdf-file of the dissertation.
dc.relation.haspart [Publication 3]: Durgam, P (2014). Online Spaces satisfying BA’ as a Shared Context: Insights from Ten Case Studies. Proceedings of the 37th Information Systems Research Seminar in Scandinavia (IRIS 37), Ringsted, Denmark, 10-13 August. The full text is included in the pdf-file of the dissertation.
dc.relation.haspart [Publication 4]: Pacauskas, D., Durgam, P., & Fomin, V. V. (2014). How Companies Can Modify R&D for Integrating Social Media Activities into New Products Development. Published in 27th Bled e-Conference (e-Ecosystems). The full text is included in the pdf-file of the dissertation.
dc.subject.other Economics en
dc.title Examining SCRM approach and its role in facilitating tacit knowledge sharing & creation, and exploring its integration effects en
dc.type G5 Artikkeliväitöskirja fi
dc.contributor.school Kauppakorkeakoulu fi
dc.contributor.school School of Business en
dc.contributor.department Tieto- ja palvelutalouden laitos fi
dc.contributor.department Department of Information and Service Economy en
dc.subject.keyword Tacit Knowledge en
dc.subject.keyword Social Customer Relationship Management (SCRM) en
dc.subject.keyword Knowledge Creation en
dc.subject.keyword Social Media en
dc.identifier.urn URN:ISBN:978-952-60-6670-7
dc.type.dcmitype text en
dc.type.ontasot Doctoral dissertation (article-based) en
dc.type.ontasot Väitöskirja (artikkeli) fi
dc.contributor.supervisor Rossi, Matti, Prof., Aalto University, Department of Information and Service Economy, Finland
dc.opn Salo, Jari, Prof., University of Cape Town, School of Management Studies, South Africa
dc.subject.helecon service
dc.subject.helecon knowledge
dc.subject.helecon customer relationship management
dc.subject.helecon tacit knowledge
dc.subject.helecon knowledge management
dc.subject.helecon social media
dc.subject.helecon integration
dc.subject.helecon palvelut
dc.subject.helecon tieto
dc.subject.helecon asiakashallinta
dc.subject.helecon hiljainen tieto
dc.subject.helecon tietämyksenhallinta
dc.subject.helecon sosiaalinen media
dc.subject.helecon integraatio
dc.contributor.lab Information Systems Science en
dc.date.defence 2016-03-30
local.aalto.formfolder 2016_03_18_klo_11_43
local.aalto.archive yes

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