Knowledge reuse in an application service provider

Authors:
Greg Timbrell;Karen J. Nelson;Tony J. Jewels
Affiliations:
Queensland University of Technology, Australia;Queensland University of Technology, Australia;Queensland University of Technology, Australia
Venue:
Knowledge management
Year:
2003

Citing 4
Cited 0

A Delphi examination of public sector ERP implementation issues

ICIS '00 Proceedings of the twenty first international conference on Information systems
Mission Critical: Realizing the Promise of Enterprise Systems

Mission Critical: Realizing the Promise of Enterprise Systems
Application Service Providers: Will They Succeed?

Information Systems Frontiers
Toward a Theory of Knowledge Reuse: Types of Knowledge Reuse Situations and Factors in Reuse Success

Journal of Management Information Systems

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Abstract

This qualitative study of support personnel in an Enterprise Systems Application Service Provider assesses and confirms Markus' Theory of Knowledge Reuse. Following disappointing knowledge capture outcomes during implementation and the consequential inability to reuse that knowledge effectively, enterprise systems applications support managers are recognizing the importance of lifecycle knowledge management as they face the first major upgrade of their clients' enterprise systems. This study also explores the dominant knowledge reuse types of support personnel. We extend Markus' typology to include Primary Data Miner to explain management's dominant knowledge reuse situations.