Title: Improve customer service through organisational learning: a case study

Authors: Jason C.H. Chen, P. Pete Chong, Kip Gering, Ta-Tao Chuang

Addresses: School of Business Administration, Gonzaga University, 502 E. Boone, Spokane, WA 99258, USA. ' Department of Finance, Accounting, and CIS, College of Business, University of Houston-Downtown, One Main Street, Houston, TX 77002, USA. ' Itron Inc., Spokane, WA 99216, USA. ' School of Business Administration, Gonzaga University, 502 E. Boone, Spokane, WA 99258, USA

Abstract: As a result of deregulation, utility companies are focusing more on products and services that increase their operational efficiency when providing energy and water to customers. Businesses have to go through constant innovation on management, and innovation principles must be acquired through constant learning. The proper management of knowledge can create an organisational learning environment that creates a competitive advantage for a business organisation as it responds to today|s business demands in a much more dynamic environment. This paper focuses on knowledge management and examines how it can be used to foster ||Organisational Learning|| within Itron, Inc, a company that provides better products and quality services to utilities and thereby enhances its competitive advantage within the marketplace.

Keywords: Itron; knowledge management; organisational learning; innovation; customer service; competitive advantage.

DOI: 10.1504/IJIL.2005.006085

International Journal of Innovation and Learning, 2005 Vol.2 No.1, pp.79 - 89

Published online: 02 Feb 2005 *

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