2012 - Calls for Book Chapters - Knowledge Management and Drivers of Innovation in Services Industries

Knowledge Management and Drivers of Innovation in Services Industries

Editors:
Dr. Patricia Ordoñez de Pablos
University of Oviedo, Spain

Dr Miltiadis D. Lytras
The American College of Greece, Greece

Call for Chapters:
Proposals Submission Deadline: April 30, 2011
http://www.igi-global.com/AuthorsEditors/AuthorEdi...
Introduction
The reality is that there is very little research in service innovation. In the current economic environment, service sector dominates the economies of the developed world. In this complex scenario, service is fast becoming the key driver of socio-economic, academic and commercial research attention.
One of the main drivers that shape services and service companies, organizations and governments is the increasing intensity of knowledge in services, and the impact of information and communication technologies. on them. Because knowledge in knowledge-intensive services is typically located in product, service or both, it is important to collect, store, modify, update and distribute it in a way that would provide value for the clients.
The subject area is a combination of Knowledge Management, Information Technologies, Information Systems and Government Policies.

Objective of the Book
Knowledge Management is concerned with all aspects of eliciting, acquiring, modeling and managing knowledge, as well as its role in the construction of knowledge-intensive systems and services for the semantic web, knowledge management, e-business, natural language processing, intelligent information integration and so on.
Application of knowledge resources successfully helps the organization to deliver creative products and services.
Especially in service business, service job experience and information about the customer as well as the installed site equipment are key factors to deliver services efficiently and with high quality. In many cases supporting information is stored in different backend systems and it needs to be retrieved, aggregated and presented on demand. These requirements play a crucial role for contact centers, which have the first contacts with customers, as well as for the field service engineers, who have the closest contacts with the customers during executions of service jobs at the customers’ sites.

Target Audience
Politicians
Professors in academia,
Policy Makers
Government officers
Students
Corporate heads of firms
Senior general managers
Managing directors
Board directors
Academics and researchers in the field both in universities and business schools
Information technology directors and managers
Social Corporate Responsibility managers and directors
Libraries and information centres serving the needs of the above
Recommended topics
Topics include, but are not limited to, the following:

?Theory of knowledge
?Knowledge creation and capture in the service industry
?Knowledge representation in the service industry
?Knowledge sharing in the service industry
?Knowledge evaluation in the service industry
?Knowledge retention in the service industry
?Knowledge Management and risk management
?Best practices and experiences in KM
? Knowledge Engineering
? E-government and public administration
?Tools and technology for knowledge management
?Knowledge Management and risk management
?Knowledge Management and Government in Cities and Communities
?Knowledge Management in NGO
?Knowledge Management in Libraries and Information Sectors
?Copyright, Creative Commons and Ethical Issues in a Knowledge Economy
?Knowledge Management in education
?Knowledge Management in tourism
?Knowledge Management in health services and organizations
?Knowledge Management and Collaboration
?Knowledge Networks and Ecologies
?Measuring Intellectual Capital
?Intellectual Capital Reporting
?Knowledge-intensive services; Services as complex systems
?Service business models (in-sourcing, shared services, outsourcing, off-shoring)
?Service design and modelling; Service development and design processes
?Managing service delivery and operations
?Service innovation
?Service risk management
?Privacy and security in services;
?Intellectual property issues in services
?Service level agreements
?Applying service design principles
?Evolution of Service Oriented Innovation/Value Networks
?Software as a service
?Customer care and call centre management services
?Knowledge discovery and data mining in the service industry
?Knowledge management and organizational learning and web semantic