Title: Investigating the relationship between knowledge sharing and service quality in private hospitals in Jordan

Authors: Alaa Dammaj; Afnan Alawneh; Ayman Abu Hammad; Rateb J. Sweis

Addresses: Faculty of Business Management, The University of Jordan, Amman 11942, Jordan ' Faculty of Business Management, The University of Jordan, Amman 11942, Jordan ' Corporate Excellence Management, United Arab Emirates University, Al Muwaiji, Abu Dhabi, United Arab Emirates ' Faculty of Business Management, The University of Jordan, Amman 11942, Jordan

Abstract: This paper investigates the effect of knowledge sharing on service quality in the health sector in Jordan. Two sets of questionnaires are used to collect data. The first set is used to measure to what extent knowledge is shared among the physicians. It consists of three dimensions (ICT_based, personal interaction and KM embedded in management processes). The second set is the SERVQUAL, which is used to measure the service quality and is administered to patients. Results show that there is no effect of knowledge sharing on the quality provided in the targeted hospitals and more research is recommended. No similar studies were found in Jordan. Moreover, this subject was tackled by only a few studies, so further research is recommended to investigate the relationship between KS and service quality in the health sector.

Keywords: knowledge management; Jordan; healthcare management; ICT; knowledge sharing; management embedded knowledge; SERVQUAL; service quality; quality management; private hospitals; personal interaction.

DOI: 10.1504/IJPQM.2016.075248

International Journal of Productivity and Quality Management, 2016 Vol.17 No.4, pp.437 - 455

Received: 20 May 2014
Accepted: 27 Sep 2014
Published online: 09 Mar 2016 *

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