INVESTIGATING THE EFFICIENCY OF INDIVIDUAL-EXPLICIT KNOWLEDGE IN THE TELECOMMUNICATION’S SECTOR OF AN EMERGING ECONOMY

This study investigated efficiency in the utilization of the individual-explicit knowledge of a firm. The sample included 42 customer service centers (CSCs) of the four most active Global System for Mobile Communications (GSM) organisations in Lagos State and FCT, Nigeria. The research adopted the i...

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Main Authors: Ayodotun Stephen Ibidunni, Alex Omankhanlen
Format: Article
Language:English
Published: Universitas Gadjah Mada 2021-08-01
Series:Gadjah Mada International Journal of Business
Subjects:
Online Access:https://jurnal.ugm.ac.id/gamaijb/article/view/61236
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spelling doaj-cd5edd31ed11486483fbe631aca8d9d92021-10-08T11:54:42ZengUniversitas Gadjah MadaGadjah Mada International Journal of Business1411-11282338-72382021-08-0123329531310.22146/gamaijb.6123630364INVESTIGATING THE EFFICIENCY OF INDIVIDUAL-EXPLICIT KNOWLEDGE IN THE TELECOMMUNICATION’S SECTOR OF AN EMERGING ECONOMYAyodotun Stephen Ibidunni0Alex Omankhanlen1. Department of Business Management, Covenant University, PMB 1023, Ota, Ogun State, Nigeria. 2. Centre for Economic Policy and Development Research, Covenant University, Nigeria. 3. Centre for Policy Research and Industry Linkages, Shaveh Consulting, Nigeria.This study investigated efficiency in the utilization of the individual-explicit knowledge of a firm. The sample included 42 customer service centers (CSCs) of the four most active Global System for Mobile Communications (GSM) organisations in Lagos State and FCT, Nigeria. The research adopted the input-oriented data envelopment analysis model to determine the extent to which individual-explicit knowledge, as a vital input resource to telecommunications firms, is efficiently utilized by the CSCs to improve the firms’ values. The study revealed that 10 CSCs, representing 23.8 percen of those studied, were technically efficient using the constant returns to scale model. In contrast, the variable returns to scale model showed that 22 CSCs, or 52 percent of them, were technically inefficient. The results suggest that, with less than 50 percent of the total number of CSCs in Nigeria’s telecommunications industry being inefficient, there is a large volume of operational inefficiency, especially concerning the utilization of individual-explicit knowledge. As such, the telecommunications industry could benefit from managerial intervention, especially in building the capacity of the customer desk officers in the CSCs to attend promptly and accurately to customers’ queries. Also, the study established that a viable strategic direction would be that organizations in the telecommunications industry renew their focus on a balanced mix of supervisor-subordinates in each CSC. This study contributes to operations management and the organizational knowledge management literature by showcasing the data envelopment analysis methodology as a legitimate tool for improving understanding of the investigations into the efficiency of individual-explicit knowledge. This study offers practical implications for firm managers about specific activities and units of their firm that contribute the most to the organization, and other specific units/activities that are less productive. The study also provides directions for future studies.https://jurnal.ugm.ac.id/gamaijb/article/view/61236organisational knowledgeindividual-explicit knowledgedeveloping economiesoperational efficiencydata envelopment analysis
collection DOAJ
language English
format Article
sources DOAJ
author Ayodotun Stephen Ibidunni
Alex Omankhanlen
spellingShingle Ayodotun Stephen Ibidunni
Alex Omankhanlen
INVESTIGATING THE EFFICIENCY OF INDIVIDUAL-EXPLICIT KNOWLEDGE IN THE TELECOMMUNICATION’S SECTOR OF AN EMERGING ECONOMY
Gadjah Mada International Journal of Business
organisational knowledge
individual-explicit knowledge
developing economies
operational efficiency
data envelopment analysis
author_facet Ayodotun Stephen Ibidunni
Alex Omankhanlen
author_sort Ayodotun Stephen Ibidunni
title INVESTIGATING THE EFFICIENCY OF INDIVIDUAL-EXPLICIT KNOWLEDGE IN THE TELECOMMUNICATION’S SECTOR OF AN EMERGING ECONOMY
title_short INVESTIGATING THE EFFICIENCY OF INDIVIDUAL-EXPLICIT KNOWLEDGE IN THE TELECOMMUNICATION’S SECTOR OF AN EMERGING ECONOMY
title_full INVESTIGATING THE EFFICIENCY OF INDIVIDUAL-EXPLICIT KNOWLEDGE IN THE TELECOMMUNICATION’S SECTOR OF AN EMERGING ECONOMY
title_fullStr INVESTIGATING THE EFFICIENCY OF INDIVIDUAL-EXPLICIT KNOWLEDGE IN THE TELECOMMUNICATION’S SECTOR OF AN EMERGING ECONOMY
title_full_unstemmed INVESTIGATING THE EFFICIENCY OF INDIVIDUAL-EXPLICIT KNOWLEDGE IN THE TELECOMMUNICATION’S SECTOR OF AN EMERGING ECONOMY
title_sort investigating the efficiency of individual-explicit knowledge in the telecommunication’s sector of an emerging economy
publisher Universitas Gadjah Mada
series Gadjah Mada International Journal of Business
issn 1411-1128
2338-7238
publishDate 2021-08-01
description This study investigated efficiency in the utilization of the individual-explicit knowledge of a firm. The sample included 42 customer service centers (CSCs) of the four most active Global System for Mobile Communications (GSM) organisations in Lagos State and FCT, Nigeria. The research adopted the input-oriented data envelopment analysis model to determine the extent to which individual-explicit knowledge, as a vital input resource to telecommunications firms, is efficiently utilized by the CSCs to improve the firms’ values. The study revealed that 10 CSCs, representing 23.8 percen of those studied, were technically efficient using the constant returns to scale model. In contrast, the variable returns to scale model showed that 22 CSCs, or 52 percent of them, were technically inefficient. The results suggest that, with less than 50 percent of the total number of CSCs in Nigeria’s telecommunications industry being inefficient, there is a large volume of operational inefficiency, especially concerning the utilization of individual-explicit knowledge. As such, the telecommunications industry could benefit from managerial intervention, especially in building the capacity of the customer desk officers in the CSCs to attend promptly and accurately to customers’ queries. Also, the study established that a viable strategic direction would be that organizations in the telecommunications industry renew their focus on a balanced mix of supervisor-subordinates in each CSC. This study contributes to operations management and the organizational knowledge management literature by showcasing the data envelopment analysis methodology as a legitimate tool for improving understanding of the investigations into the efficiency of individual-explicit knowledge. This study offers practical implications for firm managers about specific activities and units of their firm that contribute the most to the organization, and other specific units/activities that are less productive. The study also provides directions for future studies.
topic organisational knowledge
individual-explicit knowledge
developing economies
operational efficiency
data envelopment analysis
url https://jurnal.ugm.ac.id/gamaijb/article/view/61236
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