Knowledge Transfer In Virtual Communities

Abstract

Many organizations are providing customer support and service through building virtual communities of users and practitioners. Within these communities, knowledge is exchanged and transferred on a continual basis. But what type of organizations are actually relaying on such communities? And what are the mechanics of knowledge transfer in these communities? This study sets out to identify the organizations most likely to use virtual communities in their customer support operations through a survey of the Fortune 500 organizations. It also analyzes the process of knowledge transfer mechanics within these virtual communities by focusing on four technology-intensive organizations: Microsoft, Dell, Amazon.com, and eBay.com. Study conclusions and recommendations for future research are presented.