Abstract

GUTIERREZ-DIEZ, María del Carmen; SAPIEN AGUILAR, Alma Lilia  and  PINON HOWLET, Laura Cristina. Knowledge management in SMEs in the service sector in Chihuahua city. Nova scientia [online]. 2015, vol.7, n.15, pp.499-513. ISSN 2007-0705.

Knowledge management is fundamental to the survival of SMEs. This paper describes the results obtained until May 2013, where in particular the processes of knowledge management in thirty SMEs in the service sector, located in the city of Chihuahua are studied. The spiral model of organizational knowledge creation by Nonaka and Takeuchi was used as a reference, along with its dimensions of: Socialization, Internalization, Externalization and Combination. An instrument aimed at employers was developed. The results described the values assigned by employers to these different dimensions and were analyzed using descriptive statistics, correlation and linear regression. It was found that the categories of Socialization and Combination showed the lowest contributions, while Externalization, Combination and Internalization contribute to the process of knowledge management. This allows to conclude a distinct lack of strategies and processes that encourage the generation of organizational knowledge for these SMEs, particularly in Combination and Socialization activities.

Keywords : Knowledge management; service organizations; Chihuahua; SMEs.

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