{"id":"https://openalex.org/W2020655490","doi":"https://doi.org/10.1108/13287261111118340","title":"Knowledge retention in the IT service industry","display_name":"Knowledge retention in the IT service industry","publication_year":2011,"publication_date":"2011-03-23","ids":{"openalex":"https://openalex.org/W2020655490","doi":"https://doi.org/10.1108/13287261111118340","mag":"2020655490"},"language":"en","primary_location":{"id":"doi:10.1108/13287261111118340","is_oa":false,"landing_page_url":"https://doi.org/10.1108/13287261111118340","pdf_url":null,"source":{"id":"https://openalex.org/S39868070","display_name":"Journal of Systems and Information Technology","issn_l":"1328-7265","issn":["1328-7265","1758-8847"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Systems and Information Technology","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5053218374","display_name":"Jayachandra Bairi","orcid":null},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Jayachandra Bairi","raw_affiliation_strings":["SAIC India, Bangalore, India"],"affiliations":[{"raw_affiliation_string":"SAIC India, Bangalore, India","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5059172295","display_name":"B. Murali Manohar","orcid":"https://orcid.org/0000-0002-8929-8709"},"institutions":[{"id":"https://openalex.org/I876193797","display_name":"Vellore Institute of Technology University","ror":"https://ror.org/00qzypv28","country_code":"IN","type":"education","lineage":["https://openalex.org/I876193797"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"B. Murali Manohar","raw_affiliation_strings":["Vellore Institute of Technology \u2013 VIT University, Vellore, India"],"affiliations":[{"raw_affiliation_string":"Vellore Institute of Technology \u2013 VIT University, Vellore, India","institution_ids":["https://openalex.org/I876193797"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5090034944","display_name":"Goutam Kumar Kundu","orcid":"https://orcid.org/0000-0002-7477-4207"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Goutam Kumar Kundu","raw_affiliation_strings":["SAIC India, Bangalore, India"],"affiliations":[{"raw_affiliation_string":"SAIC India, Bangalore, India","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5053218374"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":5.0088,"has_fulltext":false,"cited_by_count":42,"citation_normalized_percentile":{"value":0.94837992,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"13","issue":"1","first_page":"43","last_page":"65"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9965000152587891,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9965000152587891,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.9886999726295471,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12028","display_name":"Knowledge Management and Sharing","score":0.9883999824523926,"subfield":{"id":"https://openalex.org/subfields/3315","display_name":"Communication"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/employee-retention","display_name":"Employee retention","score":0.7933430671691895},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.6023003458976746},{"id":"https://openalex.org/keywords/attrition","display_name":"Attrition","score":0.581974446773529},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5322985649108887},{"id":"https://openalex.org/keywords/originality","display_name":"Originality","score":0.5268387198448181},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.5157680511474609},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.5080094337463379},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.49493736028671265},{"id":"https://openalex.org/keywords/plan","display_name":"Plan (archaeology)","score":0.4881180226802826},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.48809942603111267},{"id":"https://openalex.org/keywords/retention-management","display_name":"Retention Management","score":0.4490181803703308},{"id":"https://openalex.org/keywords/information-technology","display_name":"Information technology","score":0.4401066303253174},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.37441760301589966},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.18524935841560364},{"id":"https://openalex.org/keywords/qualitative-research","display_name":"Qualitative research","score":0.15500560402870178}],"concepts":[{"id":"https://openalex.org/C2778735886","wikidata":"https://www.wikidata.org/wiki/Q1939410","display_name":"Employee retention","level":2,"score":0.7933430671691895},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6023003458976746},{"id":"https://openalex.org/C2780553607","wikidata":"https://www.wikidata.org/wiki/Q684868","display_name":"Attrition","level":2,"score":0.581974446773529},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5322985649108887},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.5268387198448181},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5157680511474609},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.5080094337463379},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.49493736028671265},{"id":"https://openalex.org/C2776505523","wikidata":"https://www.wikidata.org/wiki/Q4785468","display_name":"Plan (archaeology)","level":2,"score":0.4881180226802826},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.48809942603111267},{"id":"https://openalex.org/C7946844","wikidata":"https://www.wikidata.org/wiki/Q2264604","display_name":"Retention Management","level":2,"score":0.4490181803703308},{"id":"https://openalex.org/C121017731","wikidata":"https://www.wikidata.org/wiki/Q11661","display_name":"Information technology","level":2,"score":0.4401066303253174},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.37441760301589966},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.18524935841560364},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.15500560402870178},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C199343813","wikidata":"https://www.wikidata.org/wiki/Q12128","display_name":"Dentistry","level":1,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C95457728","wikidata":"https://www.wikidata.org/wiki/Q309","display_name":"History","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/13287261111118340","is_oa":false,"landing_page_url":"https://doi.org/10.1108/13287261111118340","pdf_url":null,"source":{"id":"https://openalex.org/S39868070","display_name":"Journal of Systems and Information Technology","issn_l":"1328-7265","issn":["1328-7265","1758-8847"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Systems and Information Technology","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure","score":0.5400000214576721}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":48,"referenced_works":["https://openalex.org/W274377758","https://openalex.org/W568990682","https://openalex.org/W570732739","https://openalex.org/W653160873","https://openalex.org/W1546295834","https://openalex.org/W1550286449","https://openalex.org/W1570125503","https://openalex.org/W1579159018","https://openalex.org/W1579893089","https://openalex.org/W1586930966","https://openalex.org/W1968805985","https://openalex.org/W1976810358","https://openalex.org/W1981554485","https://openalex.org/W1986432110","https://openalex.org/W1995939132","https://openalex.org/W1998677705","https://openalex.org/W2012782417","https://openalex.org/W2020735315","https://openalex.org/W2025169019","https://openalex.org/W2027491256","https://openalex.org/W2032382473","https://openalex.org/W2049256745","https://openalex.org/W2050351751","https://openalex.org/W2050603659","https://openalex.org/W2056239276","https://openalex.org/W2057116778","https://openalex.org/W2106706708","https://openalex.org/W2111667205","https://openalex.org/W2112876037","https://openalex.org/W2115925287","https://openalex.org/W2120314896","https://openalex.org/W2123035876","https://openalex.org/W2126753235","https://openalex.org/W2132790752","https://openalex.org/W2141557851","https://openalex.org/W2153222072","https://openalex.org/W2160646995","https://openalex.org/W2164587283","https://openalex.org/W2165472659","https://openalex.org/W2168165191","https://openalex.org/W2169025779","https://openalex.org/W2506978059","https://openalex.org/W4214841586","https://openalex.org/W4244872533","https://openalex.org/W4246077306","https://openalex.org/W4251104581","https://openalex.org/W6633024952","https://openalex.org/W6634713202"],"related_works":["https://openalex.org/W4225380687","https://openalex.org/W2940580493","https://openalex.org/W3206980794","https://openalex.org/W2471135069","https://openalex.org/W3024678323","https://openalex.org/W1779303059","https://openalex.org/W3093233930","https://openalex.org/W3135619353","https://openalex.org/W3153719756","https://openalex.org/W4366716368"],"abstract_inverted_index":{"Purpose":[0],"The":[1,31,70,86,207,226],"purpose":[2],"of":[3,24,67,90,100,221,231],"this":[4],"paper":[5,87,227],"is":[6,35,73,170,205,211],"to":[7,105,142],"develop":[8,176],"and":[9,64,78,80,94,102,165,177,218,235],"evaluate":[10],"an":[11,198,229],"effective":[12,125,179,185,222],"employee":[13,32,180,195,199,208],"retention":[14,33,79,101,181,196,200,209,233],"plan":[15,34,201,210],"for":[16,75,118,193,202,239],"information":[17],"technology":[18],"(IT)":[19],"service":[20,111,135,174],"organizations":[21,175],"as":[22],"part":[23],"a":[25,163,214,237],"knowledge":[26,50],"management":[27,51],"(KM)":[28],"strategy.":[29],"Design/methodology/approach":[30],"evaluated":[36],"at":[37,130],"three":[38,68,143],"IT":[39,46,110,148,173,203],"multi\u2010national":[40],"companies":[41,145],"which":[42],"are":[43,140],"providing":[44],"global":[45,109],"services":[47,149,204],"with":[48,61,133,184],"successful":[49],"systems":[52],"(KMS)":[53],"in":[54,108,124,146,151,157,219],"place.":[55],"Semi\u2010structured":[56],"telephone":[57],"interviews":[58],"were":[59],"conducted":[60],"senior":[62],"managers":[63],"team":[65],"leaders":[66],"companies.":[69,112],"data":[71],"collected":[72],"used":[74],"studying":[76],"attrition":[77,115],"its":[81,103],"impact":[82],"on":[83],"KM.":[84],"Findings":[85],"provides":[88,236],"evidence":[89],"various":[91],"strategic,":[92],"technological,":[93],"local":[95],"issues":[96],"influencing":[97],"the":[98,128,147,152,232],"success":[99],"benefit":[104,161],"KM":[106,223],"programs":[107],"Organizations":[113],"adapt":[114],"control":[116],"measures":[117,122,234],"long\u2010term":[119],"benefit.":[120],"These":[121],"help":[123],"KM,":[126],"serving":[127],"client":[129],"lower":[131],"cost":[132],"consistent":[134,215],"levels.":[136],"Research":[137],"limitations/implications":[138],"Interviews":[139],"limited":[141],"large":[144],"sector":[150],"Bangalore":[153],"(India)":[154],"region.":[155],"Future":[156],"depth":[158],"studies":[159],"would":[160],"from":[162,213],"larger":[164],"more":[166],"diverse":[167],"sample.":[168],"It":[169],"suggested":[171],"that":[172],"practice":[178],"plans":[182],"along":[183],"KMS.":[186],"Practical":[187],"implications":[188],"To":[189],"provide":[190],"clear":[191],"benchmarks":[192],"developing":[194],"capabilities,":[197],"proposed.":[206],"discussed":[212],"delivery":[216],"perspective":[217],"view":[220],"practice.":[224],"Originality/value":[225],"conducts":[228],"evaluation":[230],"roadmap":[238],"future":[240],"research":[241],"endeavors.":[242]},"counts_by_year":[{"year":2025,"cited_by_count":3},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":7},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":5},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":5},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":2},{"year":2012,"cited_by_count":6}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}