Abstract:

This paper examines kmoledge management (KM) focusing on a service company through reveiwing articles with keywirds 'knowledge management' and ; services. knowledge managment is defined as well as key K, concepts, while KM implementation in several industries are highlighted, eventually focusing on service industries. The KM articles are then classified into methodologies, frameworks and models, system and tools, and effects. A qualitative analysis with NVivo12 allows certain visualization of key themes in the KM literature. Having conducted a qualitative analysis, The focus shifts to KM practices adopted in an Australian service organization, through interviewing a number of decision makers in the company on their approach to KM.