The impact of organizational culture on knowledge management for service process innovation

Abstract

Introduction: innovation is an important competitive differential in the era of knowledge and digital transformation. Knowledge management, in turn, promotes, through the creation and sharing of ideas, an environment favorable to innovation. In this context, it is important to know the elements of the organizational culture that impact knowledge management for innovation so that they can be better worked. Method: It identifies through literature review and bibliographic research the elements of organizational culture that impact knowledge management for service process innovation. Afterward, it applies a survey questionnaire to employees of a large financial institution, to analyze the elements identified in the literature. Results: the results identify which elements of the organizational culture act as stimulators and constitute barriers to knowledge management for the innovation of processes in services in the researched organization. Conclusion: with greater adaptability, adequate calibration in risk aversion, granting greater autonomy to employees and leaders who value initiatives for the creation and sharing of knowledge, and maintain effective communication, the organization’s readiness can improve to innovate its service processes.