Knowledge Management Class Notes_176793749-Knowledge-Management-and-Information-Technology

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KNOWLEDGE MANAGEMENT AND INFORMATION TECHNOLOGY INCUSTOMER SUPPORT: A QUANTITATIVE ASSESSMENT OF THE U.S.NAVYS DISTANCE SUPPORT PROGRAMbyKevin Dermit OMalleyJOHN KLOCINSKI, Ph.D., Faculty Mentor and ChairJOSEPH R. AVELLA, Ph.D., Committee MemberJASLEEN BOMBRA SOBTI, Ph.D., Committee MemberWilliam A. Reed, Ph.D., Acting Dean, School of Business & TechnologyA Dissertation Presented in Partial FulfillmentOf the Requirements for the DegreeDoctor of PhilosophyCapella UniversityDecember 2010UMI Number: 3432510All rights reservedINFORMATION TO ALL USERSThe quality of this reproduction is dependent upon the quality of the copy submitted.In the unlikely event that the author did not send a complete manuscriptand there are missing pages, these will be noted. Also, if material had to be removed,a note will indicate the deletion.UMI 3432510Copyright 2010 by ProQuest LLC.All rights reserved. This edition of the work is protected againstunauthorized copying under Title 17, United States Code.ProQuest LLC789 East Eisenhower ParkwayP.O. Box 1346Ann Arbor, MI 48106-1346 Kevin OMalley, 2010AbstractCentralized customer support is an established industry method used to improve revenueand profitability. What remains unknown is whether this cost-saving commercialbusiness practice is similarly applicable to the unique, often isolated militaryenvironment. This research study statistically tested a theoretical framework forknowledge management

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