Currently, the challenge for researchers and managers in the area of knowledge management is to study methods and models that promote and facilitate the acquisition, retention, distribution and utilization of knowledge by individuals and groups of organizations. The main objective of this paper...

Differently from manufacturing operations, which have a combination of tangible and intangible resources, services are characterized by intensive competencies and knowledge. Several services intensive organizations present a model called multi sites. In this model, the service provider company...