Developing a Framework of Double-Loop Knowledge Management Model on Customer Self-Service Systems

This study developed a framework of double-loop knowledge management (KM) model that constructed a successful foundation of a problem solving orientation in the main stream of public service domain. Aiming at the potential benefits on customer self-service systems, we proposed a set of research propositions that represents the essential relatedness between the necessary elements and its performance under the settings in Taiwan’s e-government. The four essential elements including organization, leadership, learning and technology were inferred to have positive effects on KM implementations that provide a suitable route for enhancing problem solving performances in customer self-service systems. Facing a disproportionate condition of knowledge within interpersonal networks, the framework provides a powerful filter to sieve out the beneficial knowledge that is produced, shared, or integrated by one's own side, and could decrease the cognitive gaps among the interaction of customers or members (citizens, businesses, employees and other agencies for government administration) towards a holistic approach of KM practices. JEL Classifications: H41, M15