Title: Can effective communities of practice enhance stakeholder satisfaction?

Authors: Jyoti S. Jagasia; Debasis Mallik

Addresses: Information Management, SP Jain Institute of Management and Research, Mumbai, 400 053, India ' Quantitative Methods/Economics, SP Jain Institute of Management and Research, Mumbai, 400 053, India

Abstract: Communities of practice (CoP) can influence the perceived customer value. Effective stakeholder related knowledge transfer can help in value creation by building positive relationships between organisations and their stakeholders. CoP are the social tools to connect, engage and share knowledge in organisations. Effective CoP can help the organisation in many ways. This research focuses on understanding the impact of effective CoP interventions on the organisations' abilities to demonstrate learning (DL), take actions on lessons learnt (TALL) and influence business outcomes (BO). Based on a survey of 223 respondents of successful knowledge management (KM) and CoP implementation participants, this study uses a multivariate general linear model to analyse the findings. The findings suggest that effective CoPs are capable of influencing organisations to demonstrate learning, take actions on lessons learned and improve business outcomes. The study discusses the implications of these findings and offers directions for future research.

Keywords: organisational learning; CoP; communities of practice; KM; knowledge management; customer satisfaction; business outcomes; lessons learned; demonstration of learning; social collaboration; effective CoP; successful KM.

DOI: 10.1504/IJKMS.2018.096314

International Journal of Knowledge Management Studies, 2018 Vol.9 No.4, pp.403 - 417

Received: 17 Jan 2017
Accepted: 17 Nov 2017

Published online: 26 Nov 2018 *

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