Affiliation:
1. University of Central Florida, Orlando, USA
2. Orblytics LLC, FL, USA
Abstract
Making the right knowledge or knowledge sources available to the right people at the right time is how leaders can effectively manage knowledge in hospitality businesses. Consistent knowledge management (KM) practice among a firm’s leaders can foster innovation, faster development of services, improved administrative services, and reduced operational costs. However, inconsistent practice makes inter-unit collaboration and knowledge sharing challenging with potential deleterious outcomes. This case study focused on a private golf resort in the Southeastern United States that does not employ consistent KMP. The results were confusion, stifled innovation, and protracted processes. Implications for strategic managers as well as future research are discussed.