Award Date


Degree Type

Professional Paper

Degree Name

Master of Science in Hotel Administration


Hotel Administration

First Committee Member

Mehmet Erdem, Chair

Number of Pages



The hospitality industry is operating in an ever increasing knowledge-based economy, where hotels have to increase customer satisfaction and retention levels, lower employees turnover rates and operating expenses, maximize profits and strive to gain a sustainable competitive advantage. “Knowledge management caters to the critical issues of organizational adaptation, survival, and competence in the face of increasingly discontinuous environmental change. Essentially, it embodies organizational processes that seek synergistic combinations of data and information processing capacity of information technologies, and the creative and innovative capacity of human beings” (Civi, 2000, p.166). Knowledge Management (KM) is not a new concept. It has its origins back in 1959 when Peter F. Drucker created the term “the knowledge worker” (Haag, 2000). Since the 1995 introduction of knowledge management to the business and hospitality industry, different interpretations, concepts and definitions are used to best describe the main idea of knowledge management. Many scholars have published different definitions of knowledge management and emphasized the importance of continued KM research (Groff & Jones, 2003; DiMattia & Oder, 1997; Skyrme, 2002). However, there is no clear consensus on the definition of KM as a process nor there is an established theme on KM research to describe the direction and the impact of findings of published research on this topic.


Hospitality industry – Information technology; Knowledge management; Organizational change


Hospitality Administration and Management | Management Information Systems | Technology and Innovation

File Format


Degree Grantor

University of Nevada, Las Vegas




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