Crisis Knowledge Management to Affect Customer Service ResponseJournal: International Journal of Arts and Social Science (Vol.2, No. 2)
Publication Date: 2019-04-30
Authors : Judith A.Riggs;
Page : 17-35
Keywords : communication; crisis management; customer service; knowledge management; leadership; learning and development; operations management; organizational performance;
This qualitative case study focused on developing a better understanding of a major utility company's knowledge management/customer service information and communications as well as practices that were implemented during a catastrophic hurricane. The data collection and analysis procedure revealed a gap when a comparison of the actual knowledge management practices that were used and not used in the utility company's customer response during the hurricane. Organizational practices of highperforming knowledge-management companies were used to analyze and compare their practices to utility company. Findings from the analysis resulted in the establishment of a Balanced Scorecard framework for recommended best practices and action steps with the potential to set new strategies and trajectories for allorganizations.
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