ارائه مدل استخراج دانش در صنایع خدماتی جهت دستیابی به نوآوری با استفاده از مدل نظریه‌ای داده‌بنیاد

نویسندگان

دانشگاه تربیت مدرس

چکیده

توسعه نوآوری در بخش خدمات یک فرایند پیچیده است که عوامل مختلفی بر آن تاثیر می­گذارد و بخش خدمات به دلیل ماهیت تجاری خود باید در فرآیندهای نوآورانه خود به روز شود. ازآنجا که لازمه نوآوری دانش است، برای دستیابی به اهداف و نوآوری در صنعت، اساساً نیاز به استخراج دانش است. دانش مناسب و به موقع، صنعت را به سمت افزایش بهره­وری و سطح نوآوری خود سوق می­دهد. این مقاله به منظور ارائه مدل استخراج دانش در صنعت خدمات انجام شده است. بدین منظور از مدل نظریه­­ای داده بنیاد استفاده شده است که از لحاظ هدف، کاربردی و از لحاظ نحوه گردآوری اطلاعات جز پژوهش های کیفی می­باشد. جامعه آماری شامل از خبرگان و مدیران در صنایع خدماتی می­باشد و نمونه آماری با توجه به اشباع نظری 14 نفر می­باشد که به شیوه هدفمند انتخاب شدند. ابزار گردآوری داده­ها، در بخش کیفی، مصاحبه نیمه ساختاریافته بود. برای تأیید دقّت و صحّت داده‌ها، در مورد اعتبار مطالعه از شیوه بررسی به وسیله اعضای پژوهش استفاده گردید. در این پژوهش برای محاسبه پایایی، از روش توافق درون‌موضوعی استفاده شده است. درصد توافق موضوعی با 80 درصد قابلیت اعتماد کدگذاری‌ها را تایید می­کند. برای کدگذاری از نرم­افزار ATLAS.TI استفاده شد. بعد از تحلیل داده­ها مدل استخراج دانش برای صنایع خدماتی استخراج شد. بر این اساس 122 مفهوم و 18 مقوله فرعی با استفاده از الگوی پارادایم استراوس و کوربین دسته بندی شده است. این عوامل در قالب مدل متداول نظریه داده بنیاد در 18 دسته قرار گرفتند که عبارتند از: شرایط علی (عوامل زیرساختی و فناورانه، عوامل ساختاری، منابع انسانی، فرهنگ سازمانی، حمایت مدیران ارشد)، شرایط زمینه­ای (دانش استراتژیک سازمانی، مدیریت ارتباطات سازمانی، پشتیبانی از سیستم استخراج هوشمند دانش)، راهبردی (راهبردهای تجاری­سازی دانش، راهبردهای خلاقیت، راهبردهای نوآورانه)، شرایط مداخله­گر (ویژگی­های فردی، عوامل مالی، عوامل مدیریتی)، پیامدها (ارزش­آفرینی، مزیت رقابتی، جهانی شدن، رشد و بلوغ). لذا با توجه به نتایج به دست آمده از این پژوهش می­توان منابع حیاتی در صنایع خدماتی را جهت استخرج دانش به موقع و مناسب شناسایی و دانش حاصل از این استخراج را به منظور ایجاد مزیت رقابتی در بازارهای داخلی و خارجی به کار برد.

کلیدواژه‌ها


عنوان مقاله [English]

Providing a Model for Knowledge Extraction in the Service Industry to Achieve Innovation: Grounded theory

نویسندگان [English]

  • Mila Malekolkalami
  • Mohammad Hassanzadeh
  • Atefeh Sharif
  • Mansour Rezghi Ahaghi
چکیده [English]

The development of innovation in the service sector is a complex process that is affected by various factors, and the service sector due to its commercial nature must be updated in its innovative processes. Since knowledge innovation is required, knowledge extraction is essentially required to achieve goals and innovation in the industry. Appropriate and timely knowledge leads the industry to increase its productivity and level of innovation. This article is intended to provide a model for knowledge extraction in the service industry. For this purpose, the grounded theory model has been used, which is applied in terms of purpose and qualitative research in terms of collecting information. The population includes experts and managers in the service industry and the sample is due to the theoretical saturation of 14 people who were selected in a purposive sampling. The data collection tool, in the qualitative section, was a semi-structured interview. To confirm the accuracy of the data, the validity of the study was used by the research members. In this study, to calculate the reliability, the method of intercoder agreement has been used. The percentage of thematic agreement confirms encodings with 80% reliability. ATLAS.TI software was used for coding. After analyzing the data, a knowledge extraction model was extracted for the service industry. Based on this, 122 concepts and 18 sub-categories have been categorized using the Strauss and Corbin paradigm model. These factors were divided into 18 categories in the common model of grounded theory, which are: causal conditions (infrastructure and technological factors, structural factors, human resources, organizational culture, support of senior managers), contextual conditions (organizational strategic knowledge, management Organizational communication, support for intelligent knowledge extraction system), strategic (knowledge commercialization strategies, creativity strategies, innovative strategies), interventionist conditions (personal characteristics, financial factors, managerial factors), consequences (value creation, advantage) Competitive, globalization, growth, and maturity). Therefore, according to the results of this study, vital resources in the service industry can be identified to extract knowledge in a timely and appropriate manner, and the knowledge obtained from this extraction can be used to create a competitive advantage in domestic and foreign markets.

کلیدواژه‌ها [English]

  • Knowledge Extraction
  • Innovation
  • Service Sector
  • Knowledge Management
  • grounded theory
‌اخوان، پیمان، و لیلا عباسی. 1397. مدیریت دانش در سازمان‌های خدماتی. تهران: دانشگاه صنعتی مالک اشتر.
پرهیزکاری، ابوذر. 1400. نسخه التیام‏بخش اقتصاد دست‌و‌پا شکسته ایران. روزنامه دنیای اقتصاد. 5240، https://www.donya-e-eqtesad.com/fa/tiny/news-3788400 (دسترسی در 12/6/1400‌)
جلالی، رستم. 1391. نمونه‌گیری در پژوهش‌های کیفی. تحقیقات کیفی در علوم سلامت 1 (3): 6.
دانائی‌فرد، حسن، مهدی الوانی، و عادل آذر. 1393. روش‌شناسی پژوهش کمی در مدیریت: رویکردنی جامع. تهران: انتشارات صفار.
عباسی، بدری، آرین قلی‌پور، علی دلاور، و پریوش جعفری. 1388. پژوهش‌های کیفی پیرامون تأثیر رویکرد تجاری‌سازی بر ارزش‌های سنتی دانشگاه. سیاست علم و فناوری 2 (2): 63-76.
فانی، علی‌اصغر، عبدالحمید مصلح. 1386. عوامل مدیریت و ساختاری موهر بر کاربری فناوری اطلاعات در سازمان‌های دولتی: استان بوشهر. پژوهش‌های مدیریت در ایران 11 (3)‌: 157-182.
قره‌خانی، محسن. و مریم ابوالقاسمی.1390. کاربردهای داده‌کاوی در صنعت بیمه. تازه‌های جهان بیمه 14 (158): ؟‌.
محمدی، سحر، محمد تقی‌پور، و مریم محبوبی. 1400. بررسی نقش و تأثیر به‌کارگیری ابزارهای فناوری ارتباطات و اطلاعات بر ارزیابی عملکرد سازمان‌های خدماتی. پژوهشنامه پردازش و مدیریت اطلاعات ۳۷ (۱): ۱-۲۶.
مرادی، محمود، عاطیه صفردوست، و یاسر صفردوست. 1395. بررسی ظرفیت جذب دانش و فناوری صنایع تولیدی و خدماتی (بررسی موردی شرکت‌های دارویی و بانک‌های پذیرفته‌شده در بورس اوراق بهادار تهران). دو فصلنامه توسعة تکنولوژی صنعتی 14 (28): 37-50.
مکوندی، محمد، یدالله مهرعلیزاده، و محمد حسین‌پور. 1397. بررسی و تبیین چگونگی استخراج و مستندسازی دانش ضمنی مدیران و کارکنان شرکت‌های تولیدی منطقۀ آزاد اروند بر اساس روش نظریۀ داده‌بنیاد. کتابداری و اطلاع‌رسانی 21 (4): 162-200. doi: 10.30481/lis.2019.76999
_____. 1398. بررسی و تبیین چگونگی باز تنظیم و کدگذاری دانش عینی مدیران و کارکنان شرکت‌های تولیدی منطقه آزاد اروند بر اساس روش نظریه داده‌بنیاد. نشریه علمی مدیریت اطلاعات 5 (1): 119-142.doi: 10.22034/aimj.2019.96059
 
Adhab, A. N. 2021. Strategic Learning and its Impact on Human Resource Management Practices: Analytical research in the Directorate of Training and Rehabilitation of the Ministry of the Interior. Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12 (12): 4517-4526.
Al-Taleb, N., N. A. Saqib, & S. Dash. 2020. Cyber threat intelligence for secure smart city. arXiv preprint arXiv:2007.13233.
Álvarez, I., H. A. Morero, & P. A. Ortiz. 2021. Complementarities between knowledge sources for innovation: an analysis of production networks in Argentina. Innovation and Development 11 (1): 25-47.
Asgari-Bidhendi, M., A. Hadian, & B. Minaei-Bidgoli. 2019. Farsbase: The persian knowledge graph. Semantic Web 10 (6): 1169-1196.
Azyabi, N., J. Fisher, K. Tanner, & S. Gao. 2013. Knowledge Sources and IT Applications among SMEs: An Empirical Investigation in Saudi Arabia. ACIS 2013 Proceedings, 37. https://aisel.aisnet.org/acis2013/37 (accessed?)
Balthazard, P. A., & R. A. Cooke. 2004. Organizational culture and knowledge management success: assessing the behavior-performance continuum. In 37th Annual Hawaii International Conference on System Sciences, 2004. Proceedings of the (pp. 10-pp). IEEE. Big Island, HI, USA.
Bashir, N., & K. Malik. 2021. Developing firm capabilities to utilise social media for the fuzzy front end of innovation. Technology Analysis & Strategic Management: 1-16. DOI: 10.1080/09537325.2021.1980530
Basit, S. A. 2021. The Effect of External Knowledge Sources on Organizational Innovation in Small and Medium Enterprises in Germany. Business Systems Research: International journal of the Society for Advancing Innovation and Research in Economy 12 (1): 60-79.
Battisti, G., J. Gallego, L. Rubalcaba, & P. Windrum. 2015. Open innovation in services: knowledge sources, intellectual property rights and internationalization. Economics of Innovation and New Technology, 24 (3): 223–247.https://doi.org/10.1080/10438599.2014.924745.
Basit, S. A., & K. Medase. 2019. The diversity of knowledge sources and its impact on firm-level innovation: Evidence from Germany. European Journal of Innovation Management 22 (4): 681-714.
Boswell C, & Sh. Cannon. 2012 .Introduction to nursing research. 3rd ed. Burlington, MA: Jones & Bartlett Publishers.
Carneiro, A. 2000. How does knowledge management influence innovation and competitiveness? Journal of knowledge management 4 (2): 87-98.
Cheung, F. Y. M., & W. M. To. 2016. A customer-dominant logic on service recovery and customer satisfaction. Management Decision 54 (10): 2524-2543.
Creswell, J. W. 2005. Educational Research: Planning, Conducting, and Evaluating Quantitative and Qualitative Research (2nd edition). Lincoln: Pearson.
Dalkir, K. 2005. Knowledge Management in Theory and Practice. Burlington, MA.: Elsevier Publication.
Darroch, J. 2005. Knowledge management, innovation and firm performance. Journal of knowledge management9 (3): 101-115.
Dobni, C. B. 2006. The innovation blueprint. Business Horizons 49 (4): 329-339.
Dorado, R. G., G. M. de Castro, P. L. Sáez, & J. E. N. López. 2007. Knowledge Creation Processes: Theory and Empirical Evidence from Knowledge Intensive Firms.: Springer
Duodu, B., & S. Rowlinson. 2021. Opening Up the Innovation Process in Construction Firms: External Knowledge Sources and Dual Innovation. Journal of Construction Engineering and Management 147 (8): 04021086.
Du Plessis, M. 2007. The role of knowledge management in innovation. Journal of knowledge management 11 (4): 2029.
Echeverri, P., & P. Skålén. 2011. Co-creation and co-destruction: A practice-theory based study of interactive value formation. Marketing theory 11 (3): 351-373.
Faccin, K., & A. alestrin. 2018. The dynamics of collaborative practices for knowledge creation in joint R&D projects. Journal of Engineering and Technology Management 48: 28-43.
Feller, J., P. Finnegan, & O. Nilsson. 2011. Open innovation and public administration: Transformational typologies and business model impacts. European Journal of Information Systems 20 (3): 358–374. https://doi.org/10.1057/ejis.2010.65.
Fu, X., Z. Sun, & P. N. Ghauri. 2018. Reverse knowledge acquisition in emerging market MNEs: The experiences of Huawei and ZTE. Journal of Business Research 93: 202-215.
Galunic, D. C., & S. Rodan. 1998. Resource recombinations in the firm: Knowledge structures and the potential for Schumpeterian innovation. Strategic management journal 19 (12): 1193-1201.
Gao, B. 2021. Exploration of talent mining based on machine learning and the influence of knowledge acquisition. Knowledge Management Research & Practice: 1-9.
Gatiti, P. 2021. An empirical study of the use of tools and technologies for knowledge sharing in development organisations in Kenya. Library Philosophy and Practice (e-journal) 5393, 1.
Gaubinger, K. 2009. Prozessmodell des integrierten innovations und Produktmanagements. In G. K, T. Werani, & M. Rabl, Praxisorientiertes Innovations- und Produktmanagement (pp. 17-27 (In German). Wiesbaden: Gabler Verlag/ Springer Fachmedien Wiesbaden.
Guba, E. G., & Y. S. Lincoln. 1982. Epistemological and methodological bases of naturalistic inquiry. Educational Communication and Technology Journal 30 (4): 233-252.
Guede-Cid, R., L. Rodas-Alfaya, S. Leguey-Galán, & A. I. Cid-Cid. 2021. Innovation Efficiency in the Spanish Service Sectors, and Open Innovation. Journal of Open Innovation: Technology, Market, and Complexity 7 (1): 62.
Guterres, J. X., A. Iriani, & H. D. Purnomo. 2019. Knowledge Extraction on Reducing the Number of Students Using Explore, Elaborate and Execute Techniques. Khazanah Informatika: Journal Ilmu Komputer dan Informatika 5 (2): 146-157.
Gyamfi, S., & J. Stejskal. 2021. Cooperating for knowledge and innovation performance: The case of selected Central and Eastern European countries. Problems and Perspectives in Management 18 (4): 264.
Gyamfi, S., & L. Stejskal. 2019. Does External Knowledge Acquisition and Innovation Performance in Firms? (449 p.). Paper presented at 20th European Conference on Knowledge Management (ECKM). Academic Conferences and Publishing Limited. https://doi.org/10.34190/KM.19.241  Lisbon, Portugal.
Hervas-Oliver, J. L., F. Sempere-Ripoll, & C. Boronat-Moll. 2021. Technological innovation typologies and open innovation in SMEs: Beyond internal and external sources of knowledge. Technological Forecasting and Social Change 162: 120338.
Huizingh, E. K. R. E. 2011. Open innovation: State of the art and future perspectives. Technovation 31 (1): 2–9. https://doi.org/10.1016/j.technovation.2010.10.002
Izmailova, M. A., T. D. Krylova, N. V. Knyazeva, A. I. Buleev, & T. V. Shutova. 2018. The modernization of the service industry infrastructure based on the public-private partnership mechanism. Revista ESPACIOS 39 (19): 35.
Janson, A., & R. J. McQueen. 2007. Capturing leadership tacit knowledge in conversations with leaders. Leadership & Organization Development Journal 28 (7): 646-663.
Jiménez-Jiménez, D., M. Martínez-Costa, & R. Sanz-Valle. 2014. Knowledge management practices for innovation: a multinational corporation’s perspective. Journal of Knowledge Management 18 (5): 905-918.
Kaggal, V. C. 2019. Learning Healthcare System enabled by Real-time Knowledge Extraction from Text data. Doctoral dissertation, University of Minnesota.
Karamanolakis, G., J. Ma, & X. L. Dong. 2020. Txtract: Taxonomy-aware knowledge extraction for thousands of product categories. arXiv preprint arXiv: 2004. 13852.
Karani, S., M. Sepehri, & T. Khatibi. 2013. Framework for Extracting Tacit Knowledge from Scientific Documentation - Coronary Artery Dilation Articles. https://civilica.com/doc/665419 (accessed Dec. 20, 2021)
Koch-Rogge, M. 2019. Assessing service performance: applying data envelopment analysis for evaluating employees' performance in the service industry. Doctoral dissertation, Anglia Ruskin University.
Kotkova Striteska, M., & V. Prokop. 2020. Dynamic Innovation Strategy Model in Practice of Innovation Leaders and Followers in CEE Countries – A Prerequisite for Building Innovative Ecosystems. Sustainability 12 (9): 3918. https://doi.org/10.3390/su12093918.
Le Anh, T., T. Nguyen, & I. Tran. 2021. Relationships between innovation, its antecedents, and organisational performance: evidences from auditing service industry. Knowledge Management Research & Practice ?: 1-15.
Lee, J. 2001. A Grounded Theory: Integration and Internalization in ERP  Adoption and Use. Unpublished Doctoral Dissertation. University of Nebreska, In Proquest UMI Database.
Lezoche, M. 2021. Formalization models and knowledge extraction: Application to heterogeneous data sources in the context of the Industry of the Future. Doctoral dissertation, Université de Lorraine.
Li, B. Z., G. Y. Xu, & Y. Su. 2013. Regional Knowledge Acquisition Model Based on Optimal Combination Weight: The Empirical Analysis of 31 Provinces. China Soft Science 12: 68-81.
Ligthart, R. 2021. The development of open service innovation at public sector. Paper to be presented at DRUID21 Copenhagen Business School, Copenhagen, Denmark October 18-20, 2021.
Markovic, S., & M. Bagherzadeh. 2018. How does breadth of external stakeholder co-creation influence innovation performance? Analyzing the mediating roles of knowledge sharing and product innovation. Journal of Business Research 88: 173-186.
Marques, J. P. C., & S. V. Diogo. 2021. Sources and Types of Innovation-A Case in the Automobile Industry. In ISPIM Conference Proceedings (pp. 1-16). The International Society for Professional Innovation Management (ISPIM).
Masum, A. K. M., L. S. Beh, M. A. K. Azad, & K. Hoque. 2018. Intelligent human resource information system (i-HRIS): a holistic decision support framework for HR excellence. The International Arab Journal of Information Technology 15 (1): 121-130.
Matos, G., & R. Chalmeta. 2007. August). Knowledge extract process in knowledge management project. In Proceedings of the 7th Conference on 7th WSEAS International Conference on Applied Informatics and Communications-Volume 7 (pp. 293-297). Athens, Greece.
Moon, B., R. R. Hoffman, J. Novak, & A. Canas, A. (Eds.). 2011. Applied concept mapping: Capturing, analyzing, and organizing knowledge. USA.: CRC Press.
Muppavarapu, V., G. Ramesh, A. Gyrard, & M. Noura. 2021. Knowledge extraction using semantic similarity of concepts from Web of Things knowledge bases. Data & Knowledge Engineering 135: 101923.
Nadda, V., & I. Arnott. 2020. Marketing Innovation in Tourism. In Handbook of Research on Innovations in Technology and Marketing for the Connected Consumer (pp. 401-415). ?: IGI Global.
Nohuddin, P., Z. Zainol, A. S. H. Lee, I. Nordin, & Z. Yusoff. 2018. A case study in knowledge acquisition for logistic cargo distribution data mining framework. International Journal of Advanced and Applied Sciences 5 (1): 8-14.
Nonaka, I. & H. Takeuchi. 1995. The Knowledge-Creating Company: How Japanese Companies Create the Dynamics of Innovation. NewYork, NY: Oxford University Press.
Nonaka, I., & H. Takeuchi. 2007. The knowledge-creating company. Harvard business review 85 (7/8): 162.
Normantas, K., & O. Vasilecas. 2014. Extracting term units and fact units from existing databases using the Knowledge Discovery Metamodel. Journal of information science 40 (4): 413-425.
Nurhayati, B. D., T. Kusmantini, & T. Wahyuningsih. 2021. Antecedents and Implications of Innovation Capability: Emprical Study of Bakpia MSMES in Yogyakarta. Journal of Indonesian Economy and Business 36 (2): 179-203.
Onishi, T., T. Kadohira & I. Watanabe. 2018. Relation extraction with weakly supervised learning based on process-structure-property-performance reciprocity. Science and technology of advanced materials 19 (1): 649-659.
Ostrom, A. L., A. Parasuraman, D. E. Bowen, L. Patrício, & C. A. Voss. 2015. Service Research Priorities in a Rapidly Changing Context. Journal of Service Research 8 (18): 127–159. https://doi.org/10.1177/1094670515576315
Otto, J. M., M. Zarrin, D. Wilhelm, & J. O. Brunner. 2021. Analyzing the relative efficiency of internationalization in the university business model: the case of Germany. Studies in Higher Education 46 (5): 938-950.
Paradauskas, B., & A. Laurikaitis. 2006. Business knowledge extraction from legacy information systems. Information technology and control 35 (3): 4-37.
Parrilli, M. D., & D. Radicic. 2021. Cooperation for innovation in liberal market economies: STI and DUI innovation modes in SMEs in the United Kingdom. European Planning Studies 29 (11): 2121-2144.
Plechero, M., & M. Grillitsch. 2021. Stepping-up innovation in manufacturing firms: Knowledge combinations in an Italian local production system (No. 2021/5). Norway: Lund University, CIRCLE-Centre for Innovation Research. Venice, Italy.
Porwol, L., I. Hassan, A. Ojo, & J. Breslin. 2015. A knowledge extraction and management component to support spontaneous participation. In International Conference on Electronic Participation (pp. 68-80). Lecture Notes in Computer Science, 9249: 48-68. Springer, Cham. https://doi.org/10.1007/978-3-319-22500-5_6
Randhawa, K., R. Wilden, & S. Gudergan. 2018. Open Service Innovation: The Role of Intermediary Capabilities. Journal of Product Innovation Management 35 (5): 808–838. https://doi.org/10.1111/jpim.12460
Sareen, A., & S. Pandey. 2021. Organizational Innovation in Knowledge Intensive Business Services: The role of Networks, Culture and Resources for Innovation. FIIB Business Review 11 (1): 107-118.
Schumpeter, J. A. 1934. The Theory of Economic Development: An Inquiry into Profits, Capital, Credit, Interest and the Business Cycle. Cambridge, MA, USA: Harvard University Press.
Shurrab, H., & Z. L. HONG. 2016. Managing External Knowledge in the Fuzzy-Front of NPD from Open Innovation. Master's thesis. Chalmers.
Slater, S. F., & J. C. Narver. 1995. Market orientation and the learning organization. Journal of marketing 59 (3): 63-74.
Sun, Y., & K. Loparo, K. 2019. Information extraction from free text in clinical trials with knowledge-based distant supervision. In 2019 IEEE 43rd Annual Computer Software and Applications Conference (COMPSAC) (Vol. 1, pp. 954-955). IEEE. Milwaukee, WI, USA.
Strauss, A. & J. Corbin. 1998. Basics of qualitative research: Techniques and procedures for developing grounded theory. 2nd ed. Thousand Oaks, CA: Sage.
Strauss, A & J. Corbin. 1988. Basics of Qualitative Research. London: Sage Publications.
Strauss, A. & J. Corbin. 1990. Basics of qualitative research: grounded theory procedures and techniques. Thousand Oaks, CA.: Sage Publications.
Strauss, A. & J. Corbin. 1998. Basics of qualitative research: Techniques and procedures for developing grounded theory. 2nd Ed. Thousand Oaks, CA: Sage.
Supanitchaisiri, M., O. Natakuatoong, S. & Sinthupinyo. 2020. The innovative model for extracting tacit knowledge in organisations. International Journal of Knowledge Management Studies 11 (1): 81-101.
Taques, F. H., M. G. López, L. F. Basso, & N. Areal. 2021. Indicators used to measure service innovation and manufacturing innovation. Journal of Innovation & Knowledge 6 (1): 11-26.
Tseng, H. P., & Y. C. Lin. 2004. Developing an activity-based knowledge management system for contractors. Automation in construction 13 (6): 781-802.
Van Beveren, J. 2002. A model of knowledge acquisition that refocuses knowledge management. Journal of knowledge management 6 (1): 18-22.
Wambsganss, T., & C. Engel. 2021. Using Deep Learning for Extracting User-Generated Knowledge from Web Communities.  Twenty-Ninth European Conference on Information Systems (ECIS 2021), Marrakesh, Morocco.
Yusril, A. N., & E. Nurmiati. 2021. Systematic Literature review: Implementation of Knowledge Management in the Organization. JITK (Jurnal Ilmu Pengetahuan dan Teknologi Komputer) 6 (2): 227-232