The importance of knowledge management systems for service industry companies operating locally and internationally

Marcin Soniewicki


This article aims to analyze the role of knowledge management systems (KMS) in knowledge processes taking place in particular types of service industry companies operating in Poland and checks the importance of these tools for such firms’ competitiveness in the current globalized world. This study distinguishes among companies that operate only locally (in Poland), and those that are on particular levels of internationalization process. This article is based on quantitative research in which 381 service industry firms were examined. The analysis show relatively large differences in the intensity of KMS usage among particular groups of service industry companies. These tools are especially intensively used by information technology (IT) and telecommunication as well as transport companies, and, in turn, less intensively by real estate as well as hotel and restaurant enterprises. Analysis has also shown that intensity of KMS usage among firms on any level of internationalization is considerably higher than among those operating locally. However, the most important finding is that intensive use of KMS in service companies is associated with being more competitive than those using KMS less intensely, and this difference is statistically significant.
Author Marcin Soniewicki (WGM / KMM)
Marcin Soniewicki,,
- Department of International Marketing
Journal seriesOnline Journal of Applied Knowledge Management, ISSN , e-ISSN 2325-4688, (0 pkt)
Issue year2017
Publication size in sheets0.75
Keywords in Englishknowledge management, knowledge management systems, information technology, IT, service industry, internationalization, competitiveness
Languageen angielski
Score (nominal)1
Score sourcejournalList
ScoreMinisterial score = 1.0, 08-10-2020, ArticleFromJournal
Citation count*2 (2020-10-28)
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* presented citation count is obtained through Internet information analysis and it is close to the number calculated by the Publish or Perish system.
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