Trust and knowledge sharing in service business management
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CitationSavolainen, Taina. (2019). Trust and knowledge sharing in service business management. Proceedings of the 2nd International Conference on Tourism Research ICTR 2019, 282-288.
This paper discussestrust and knowledge management in service business involving tourism organizations. The focus is on the managerial perspectiveof knowledge and trust. In management, inter-personal trust has become important intangible resource for collaborative activity in intra-organizational work relationships. Trust plays an important role in knowledge sharing in organizations. Service business and tourism industry universally involves a relational aspect, people orientation, and sharing signifying interaction skills that are essential inbuilding trust. Studies of sharing of knowledge, and especially tacit knowledge in the service and tourism business context are scarceso far. The digital era make major changes in knowledge processes by technology-mediated management altering the ways, frequencyand timeof interaction in workplaces.The paper discusses trust and knowledge sharing presentingan empirical case vignette of trust in tacit knowledge sharing. Trust belongs to intangibles, human intellectual capital forming a foundation for collaboration in organizations that facilitates knowledge management processes. In intra-organizational context, which is the focus of the paper, trustor lack of trustmay drive or hinder sharing of knowledge between individuals and within groups. The paper aimstobring the view of trust and knowledge management (sharing)intodiscussion in the service management context. The case vignette illustrates real life management practices of knowledge sharing in the service company representing inter-personal level of trust and a group levelactivity. Management of knowledge sharing process and elements affecting sharingaredescribed. Implicationsare made to knowledge management, trust, and sharing practices.