Knowledge management capabilities and firm performance: A test of universalistic, contingency and complementarity perspectives
作者：
Highlights：
• We examine the effects of knowledge management on the performance of hospitality firms from three theoretical perspectives.
• The complementarity and contingency perspectives performed better than the universalistic perspective.
• Codification was found more important to performance of firms competing on cost.
• Human capital was found more important to performance of firms competing on quality.
• Codification and human capital were found to interact to influence customer service outcomes.
摘要
•We examine the effects of knowledge management on the performance of hospitality firms from three theoretical perspectives.•The complementarity and contingency perspectives performed better than the universalistic perspective.•Codification was found more important to performance of firms competing on cost.•Human capital was found more important to performance of firms competing on quality.•Codification and human capital were found to interact to influence customer service outcomes.
论文关键词：Knowledge management,Human capital,Firm performance,Contingency,Complementarity,Universalistic
论文评审过程：Available online 16 September 2014.
论文官网地址：https://doi.org/10.1016/j.eswa.2014.09.002
