The process of innovation depends heavily on knowledge, and the management of knowledge and human capital should be an essential element of running any type of business. Recent research indicates that organisations are not consistent in their approach to knowledge management (KM), with KM...

Technology has dramatically altered the way businesses operate in a Business-to-Business(B2B) context and has had profound influences on services, altering the way services aredelivered (Bitner, Ostrom & Meuter, 2002). The increased use of self-service technologies(SSTs) could have a great...