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Improving performance through tacit knowledge externalisation and utilisation

2007; Emerald Publishing Limited; Volume: 56; Issue: 5/6 Linguagem: Inglês

10.1108/17410400710757141

1758-6658

Μαριάννα Σιγάλα, Kalotina Chalkiti,

Customer Service Quality and Loyalty

Purpose – The study seeks to examine the transformation of tacit knowledge (TK) into business performance by developing a two‐stage framework involving two processes: TK utilization and externalization.