A Conceptual Analysis of the Relationship Between Knowledge Management Capabilities and Learning Orientation Among Hoteliers in Malaysia
Keywords:
Knowledge Management Capabilities, Learning Orientation, Hoteliers, Tourism
Abstract
This study focuses on a literature review examining the impact of Knowledge Management Capabilities (KMC) and Learning Orientation (LO) among hoteliers in Malaysia. The tourism industry, one of the fastest-growing sectors, was significantly affected by Covid-19. However, it is now beginning to recover, with tourists adopting different perspectives. To maintain a competitive edge, the industry, including hoteliers, must stay abreast of the latest market trends. This requires both top management and employees to be equipped with adequate and relevant knowledge. Despite this need, some hoteliers are still reluctant to adopt knowledge management practices. Additionally, some are unable to utilize knowledge as part of their learning orientation to address changing market trends and various challenges, both micro and macro, to remain competitive. This research aims to explore how learning orientation is influenced by knowledge management capabilities, based on empirical studies. The conceptual analysis from this study can pave the way for developing a framework and further research analysis.
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References
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Au, A.K. & Tse, A. C. (1995). The Effect of Marketing Orientation on Company Performance in the Service Sector: A Comparative Study of the Hotel Industry in Hong Kong and New Zealand. Journal of International Consumer Marketing, 8(2), 77-87.
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Fazey, I.R.A., Proust, K., Newell, B., Johnson, B. & Fazey, J. (2006). Eliciting the Implicit Knowledge and Perceptions of On-Ground Conversation Managers of the Macquarie Marshes. Ecology and Society, 11(1), 25-53.
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Gold A.H., Malhotra, A, & Segars, A.H. (2001). Knowledge Management: An Organizational Capabilities Perspective. Journal of Management Information Systems, 18(1),185- 214.
Gotteland, D., Shock, J. & Sarin, S. (2020). Strategic Orientation, Marketing Proactivity and Firm Market Performance. Industrial Marketing Management, 1-11.
Grover, V. & Davenport, T. (2001). General Perspectives on Knowledge Management: Fostering a Research Agenda. Journal of Information System, 18(1), 5-2.
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Meher, J.R. & Mishra, R.K. (2022). Examining the Role of Knowledge Sharing on Employee Performance with a Mediating Effect of Organizational Learning. VINE Journal of Information and Knowledge Management Systems, 52(2), 205-223.
Ministry of Tourism Malaysia (2021, June 13). Malaysian Statistic in Brief. https://www.tourism.gov.my/statistics
Mohamad, S.J.A.N.S., Nor, N.S.N.M. & Fikry, A. (2022). The Effects of Knowledge Management Capabilities towards Organizational Innovation in Malaysia: A Conceptual Analysis. International Journal of Academic Research & Business Sciences, 12(12), 1040-1048.
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Ngah, R., Tai, T. & Bontis, N. (2016). Knowledge Management Capabilities and Organizational Performance in Roads and Transport Authority of Dubai: The Mediating Role of Learning Organization. Knowledge and Process Management, 23(3), 184-193.
Nonako, I. & Takeuchi, H. (1995). The Knowledge-Creating Company: How Japanese Companies Create the Dynamics of Innovation. New York.
Nor, N.S.M., Syed, S.J.M. & Fikry, A. (2019). Is Market Orientation Influenced by Knowledge Management Capabilities? A Pilot Study among Hoteliers in Malaysia. International Tourism and Hospitality Journal, 2(3), 1-6.
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Payal, R., Ahmed, S. & Debnath, R.M. (2016). Knowledge Management and Organizational Performance: A Study in the Context of Indian Software Companies. The IUP Journal of Knowledge Management, 14(4), 53-71.
Pentland, B. T. (1995). Information System and Organizational Learning: The Social Epistemology of Organizational Knowledge Systems. Accounting, Management and Information Technologies, 5(1), 1-21.
Poloski-Vokic, N. (2008, June 11-14). The Importance of Educated and Knowledgeable Employees for the Hotel Industry Performance: The Case of Croatia (Paper presentation). The 4th International Conference ‘An Enterprise Odyssey: Tourism-Governance and Entrepreneurship’, Hrvatska, Zagreb.
Ramayah, T., Samat, N. & Lo, M.C. (2011). Market Orientation, Service Quality and Organizational Performance in Service Organizations in Malaysia, Asia-Pacific Journal of Business Administration, 3, 8-27.
Randhawa, K., Wilden, R. & Gudergan, S. (2020). How to Innovate toward an Ambidextrous Business Model? The Role of Dynamic Capabilities and Market Orientation. Journal of Business Research, 1-17.
Sainaghi, R., Philips, P. & Corti, V. (2013). Measuring Hotel Performance; Using a Balanced Score Card Perspective’s Approach. International Journal of Hospitality Management, 34(1), 150-159.
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Sheresheva, M. (2016). Russian Hospitality and Tourism: What needs to be addressed? Worldwide Hospitality and Tourism Themes, 8(3), 380 – 396.
Sinkula, J., Baker, W. & Noordewier, T. (1997). A Framework for Market-Based Organizational Learning: Linking Values, Knowledge and Behavior. Journal of the Academy of Marketing Science, 25(4), 305 – 318.
Slater, S.F. & Narver, J.C. (1995). Market Orientation and the Learning Organization. Journal of Marketing, 59, 63-74.
Stephenson, M.L., Russel, K.A. & Edgar, D. (2010). Islamic Hospitality in the UAE: Indigenization of products and human capital. Journal of Islamic Marketing, 1(1), 9 -24.
Steward, D. & Waddel, D. (2008). Knowledge Management: The Fundamental Component for Delivery of Quality. Total Quality Management, 19(9), 987 – 996.
Su, H. & Lin, Y. (2016). Enhancing Knowledge-Based Service Quality: A Knowledge Management Perspective. The Service Industry Journal, 26(7), 787 – 800.
Syed Mohamad, S.J.A.N., Muhamad Nor, N.S.N., Fikry, A. & Abdul Aziz, M.R. (2023). The Effect of Organizational Innovation Mediates Between Knowledge Management Capabilities and Hotel Performance: A Conceptual Analysis. Information Management & Business Review, 15(3), 510-524.
Tajeddini, K. (2009). The Impact of Learning Orientation on NSD and Hotel Performance: Evidence from Hotel Industry in Iran. Education. Business and Society: Contemporary Middle Eastern Issue, 2(4), 262 – 275.
Tavitiyaman, P., Zhang, H.Q. & Qu, H. (2012). The Effect of Competitive Strategies and Organizational Structure on Hotel Performance. International Journal of Contemporary Hospitality Management, 24(1), 140-159.
Wang, K.L., Chiang, C. & Tung, C.M. (2012). Integrating Human Resources Management and Knowledge Management: From the Viewpoint of Core Employees and Organizational Performance. The International Journal of Organizational Innovation, 5(1), 109-137.
Weidenfeld, A. (2006). Religious needs in the hospitality industry. Tourism and Hospitality Research, 6(2), 143-159.
Wi, L.W. & Lin, J.R. (2013). Knowledge Sharing and Knowledge Effectiveness: Learning Orientation and Co-Production in the Contingency Model of Tacit Knowledge. Journal of Business and Industrial Marketing, 28(8), 672 – 686.
World Travel & Tourism Centre (2024, April 22). Nature Positive Travel & Tourism Action. https://researchhub.wttc.org/product/nature-positive-in-action
World Tourism Organization (2018, August 28). International Tourism; Number of Arrivals 995-2016. World Bank. https;//data.worldbank.org/indictors/st.int.arvl
Wu, I.L. & Chen, J.L. (2014). Knowledge Management Driven Firm Performance: The Roles of Business Process Capabilities and Organizational Learning. Journal of Knowledge Management, 18(6), 1141-1164.
Yu, L., Zhao, P., Tang, J. & Pang, L. (2023). Changes in Tourist Mobility After COVID-19 Outbreak. Annals of Tourism Research, 98, 103522.
Alavi, M., Kayworth, T.R. & Leidner, D.O. (2005). An Empirical Examination of the Influence of the Organizational Culture on Knowledge Management Practice. Journal of Management Information Systems, 22(3), 191-224.
Alavi, M. & Leidner, D.O. (2001). Review; Knowledge Management and Knowledge Management Systems; Conceptual Foundations and Research Issues. MIS Q, 25(1), 107-136.
Albassam, B. A. (2019). Building an Effective Knowledge Management System in Saudi Arabia Using the Principle of Good Governance. Resources Policy, 64, 1-8.
Ali, S., Peters, L.D., Khan, L.U., Ali. W. & Saif, N. (2020). Organizational Learning and Hotel Performance: The Role of Capabilities’ Hierarchy. International Journal of Hospitality Management, 85, 102349.
Anjaria, K (2020). Negation and Entropy: Effectual Knowledge Management Equipment for Learning Organizations. Expert Systems with Applications, 1-15.
Ansari, F. (2019). Knowledge Management 4.0: Theoretical and Practical Considerations in Cyber-Physical Production Systems. International Federation of Automatic Control, 52(13), 1597- 1602.
Antunes, H.D.J.G. & Pinheiro, P.G. (2019). Linking Knowledge Management, Organizational Learning and Memory. Journal of Innovation & Knowledge, 107, 1-10
Au, A.K. & Tse, A. C. (1995). The Effect of Marketing Orientation on Company Performance in the Service Sector: A Comparative Study of the Hotel Industry in Hong Kong and New Zealand. Journal of International Consumer Marketing, 8(2), 77-87.
Baker, W.E. & Sinkula, J.M. (1999). The Synergistic Effect of Market Orientation and Learning Orientation on Organizational Performance. Journal of the Academy Marketing Science, 27(4), 411 – 427.
Bharwani, S. Matthews, D. (2016). Customer Service Innovations in the Indian Hospitality Industry. Worldwide Hospitality and Tourism Themes, 8(4), 415 – 431.
Bolisani, E. & Bratianu, C. (2018). The Elusive Definition of Knowledge. Emergent Knowledge Strategies, 1-22.
Chiu, C.N. & Chen, H.H. (2016). The Study of Knowledge Management Capabilities and Organizational Effectiveness in Taiwanese Public Utility: The Mediator Role of Organizational Commitment. Springer Plus 5, 1520. https://doi.org/10.1186/s40064-016-3173-6
Cooper, C. (2006). Knowledge Management and Tourism. Annals of Tourism Research, 33(1), 47-64.
Day, G.S. (1994). The Capabilities of Market-Driven Organizations. Journal of Marketing, 58(4), 37 – 52.
Fazey, I.R.A., Proust, K., Newell, B., Johnson, B. & Fazey, J. (2006). Eliciting the Implicit Knowledge and Perceptions of On-Ground Conversation Managers of the Macquarie Marshes. Ecology and Society, 11(1), 25-53.
Ganesan, V. (2023, 1 Nov). Tourist Arrivals on Track to Surpass 2023 Target. https://theedgemalaysia.com/node/687409
Gill-Padilla, A.M. & Espino-Rodriguez, T.F. (2008). Strategic Value and Resources and Capabilities of Information Systems Area and their Impact on Organization Performance in the Hotel Sector. Tourism Review, 63 (3), 21-47.
Gold A.H., Malhotra, A, & Segars, A.H. (2001). Knowledge Management: An Organizational Capabilities Perspective. Journal of Management Information Systems, 18(1),185- 214.
Gotteland, D., Shock, J. & Sarin, S. (2020). Strategic Orientation, Marketing Proactivity and Firm Market Performance. Industrial Marketing Management, 1-11.
Grover, V. & Davenport, T. (2001). General Perspectives on Knowledge Management: Fostering a Research Agenda. Journal of Information System, 18(1), 5-2.
Guimaraes, J.S.F., Severo, E.A. & Vasconcelos, C.R.M. (2017). The Influence of Entrepreneurial, Market, and Knowledge Management Orientation on Cleaner Production and Sustainable Competitive Advantage. Journal of Cleaner Production, 1653-1663.
Hamzah, M.I., Othman, A.K. & Hassan, F. (2020). Mediating Effects of Individual Market Orientation and Job Performance. Journal of Business & Industrial Marketing, 35(4), 655-668
Hindasah, L. & Nuryakin, N. (2020). The Relationship between Organizational Capability, Organizational Learning and Financial Performance. Journal of Asian Finance Economics and Business, 7(8), 625-633.
Hooi, L.W. & Ngui, K.S. (2014). Enhancing Organizational Performance of Malaysian SMEs: The Role of HRM and Organizational Capability. International Journal of Manpower, 35(7), 973- 995.
Jennex, M.E. & Olfman, L. (2004). Assessing Knowledge Management Success. International Journal of Knowledge Management, 2(3), 33-49.
Khan, M.H. (2019). Knowledge, Skills and Organizational Capabilities for Structural Transformation, Structural Change and Economic Dynamics, 48, 42-52.
Lee, C.C. & Yang, J. (2000). Knowledge Value Chain. Journal of Management Development, 19(9), 783-794.
Marshall, L. (1997). Facilitating Knowledge Management and Knowledge Sharing: New Opportunities Information Professionals. Online, 21(5), 92-98.
Meher, J.R. & Mishra, R.K. (2022). Examining the Role of Knowledge Sharing on Employee Performance with a Mediating Effect of Organizational Learning. VINE Journal of Information and Knowledge Management Systems, 52(2), 205-223.
Ministry of Tourism Malaysia (2021, June 13). Malaysian Statistic in Brief. https://www.tourism.gov.my/statistics
Mohamad, S.J.A.N.S., Nor, N.S.N.M. & Fikry, A. (2022). The Effects of Knowledge Management Capabilities towards Organizational Innovation in Malaysia: A Conceptual Analysis. International Journal of Academic Research & Business Sciences, 12(12), 1040-1048.
Mohannak, K. (2011). Diversity in Managing Knowledge: A Cultural Approach, Economic Research Centre Discussion Paper 1-34. http://eprints.qut.edu.au
Mohd Zahari, A.S., Ab Rahman, B., Othman, A.K. & Wahab, S. (2013). Investigating the Relationship between Customer Knowledge Management and Knowledge Sharing among Insurance Companies in Malaysia. Asian Social Science, 9(10), 60-70.
Narver, J.C. & Slater, S.F. (1990). The Effect of Market Orientation on Business Profitability. Journal of Marketing, 20-35.
Ngah, R., Tai, T. & Bontis, N. (2016). Knowledge Management Capabilities and Organizational Performance in Roads and Transport Authority of Dubai: The Mediating Role of Learning Organization. Knowledge and Process Management, 23(3), 184-193.
Nonako, I. & Takeuchi, H. (1995). The Knowledge-Creating Company: How Japanese Companies Create the Dynamics of Innovation. New York.
Nor, N.S.M., Syed, S.J.M. & Fikry, A. (2019). Is Market Orientation Influenced by Knowledge Management Capabilities? A Pilot Study among Hoteliers in Malaysia. International Tourism and Hospitality Journal, 2(3), 1-6.
Nor, N., Mohd-Nor, N. & Mohd-Nor, A. (2012, December 04-06). Challenges facing woman entrepreneurs in the hospitality and tourism Malaysia (Paper presentation). World Islamic Economic Forum (WIEF 2012), Kuala Lumpur.
Payal, R., Ahmed, S. & Debnath, R.M. (2016). Knowledge Management and Organizational Performance: A Study in the Context of Indian Software Companies. The IUP Journal of Knowledge Management, 14(4), 53-71.
Pentland, B. T. (1995). Information System and Organizational Learning: The Social Epistemology of Organizational Knowledge Systems. Accounting, Management and Information Technologies, 5(1), 1-21.
Poloski-Vokic, N. (2008, June 11-14). The Importance of Educated and Knowledgeable Employees for the Hotel Industry Performance: The Case of Croatia (Paper presentation). The 4th International Conference ‘An Enterprise Odyssey: Tourism-Governance and Entrepreneurship’, Hrvatska, Zagreb.
Ramayah, T., Samat, N. & Lo, M.C. (2011). Market Orientation, Service Quality and Organizational Performance in Service Organizations in Malaysia, Asia-Pacific Journal of Business Administration, 3, 8-27.
Randhawa, K., Wilden, R. & Gudergan, S. (2020). How to Innovate toward an Ambidextrous Business Model? The Role of Dynamic Capabilities and Market Orientation. Journal of Business Research, 1-17.
Sainaghi, R., Philips, P. & Corti, V. (2013). Measuring Hotel Performance; Using a Balanced Score Card Perspective’s Approach. International Journal of Hospitality Management, 34(1), 150-159.
Salim, A. & Rajput, N.A.R. (2021). The Relationship between Transformational Leadership, Prosocial Behavioral Intentions, and Organizational Performance. Journal of Asian Finance, Economics and Business, 8(1), 487-493.
Sheresheva, M. (2016). Russian Hospitality and Tourism: What needs to be addressed? Worldwide Hospitality and Tourism Themes, 8(3), 380 – 396.
Sinkula, J., Baker, W. & Noordewier, T. (1997). A Framework for Market-Based Organizational Learning: Linking Values, Knowledge and Behavior. Journal of the Academy of Marketing Science, 25(4), 305 – 318.
Slater, S.F. & Narver, J.C. (1995). Market Orientation and the Learning Organization. Journal of Marketing, 59, 63-74.
Stephenson, M.L., Russel, K.A. & Edgar, D. (2010). Islamic Hospitality in the UAE: Indigenization of products and human capital. Journal of Islamic Marketing, 1(1), 9 -24.
Steward, D. & Waddel, D. (2008). Knowledge Management: The Fundamental Component for Delivery of Quality. Total Quality Management, 19(9), 987 – 996.
Su, H. & Lin, Y. (2016). Enhancing Knowledge-Based Service Quality: A Knowledge Management Perspective. The Service Industry Journal, 26(7), 787 – 800.
Syed Mohamad, S.J.A.N., Muhamad Nor, N.S.N., Fikry, A. & Abdul Aziz, M.R. (2023). The Effect of Organizational Innovation Mediates Between Knowledge Management Capabilities and Hotel Performance: A Conceptual Analysis. Information Management & Business Review, 15(3), 510-524.
Tajeddini, K. (2009). The Impact of Learning Orientation on NSD and Hotel Performance: Evidence from Hotel Industry in Iran. Education. Business and Society: Contemporary Middle Eastern Issue, 2(4), 262 – 275.
Tavitiyaman, P., Zhang, H.Q. & Qu, H. (2012). The Effect of Competitive Strategies and Organizational Structure on Hotel Performance. International Journal of Contemporary Hospitality Management, 24(1), 140-159.
Wang, K.L., Chiang, C. & Tung, C.M. (2012). Integrating Human Resources Management and Knowledge Management: From the Viewpoint of Core Employees and Organizational Performance. The International Journal of Organizational Innovation, 5(1), 109-137.
Weidenfeld, A. (2006). Religious needs in the hospitality industry. Tourism and Hospitality Research, 6(2), 143-159.
Wi, L.W. & Lin, J.R. (2013). Knowledge Sharing and Knowledge Effectiveness: Learning Orientation and Co-Production in the Contingency Model of Tacit Knowledge. Journal of Business and Industrial Marketing, 28(8), 672 – 686.
World Travel & Tourism Centre (2024, April 22). Nature Positive Travel & Tourism Action. https://researchhub.wttc.org/product/nature-positive-in-action
World Tourism Organization (2018, August 28). International Tourism; Number of Arrivals 995-2016. World Bank. https;//data.worldbank.org/indictors/st.int.arvl
Wu, I.L. & Chen, J.L. (2014). Knowledge Management Driven Firm Performance: The Roles of Business Process Capabilities and Organizational Learning. Journal of Knowledge Management, 18(6), 1141-1164.
Yu, L., Zhao, P., Tang, J. & Pang, L. (2023). Changes in Tourist Mobility After COVID-19 Outbreak. Annals of Tourism Research, 98, 103522.
Published
2024-10-01
How to Cite
Muhamad Nor, N. S. N., Perez, A. G. O., Samat, N., & Abdul Aziz, M. R. (2024). A Conceptual Analysis of the Relationship Between Knowledge Management Capabilities and Learning Orientation Among Hoteliers in Malaysia. Information Management and Business Review, 16(3(I)S), 265-274. https://doi.org/10.22610/imbr.v16i3(I)S.4032
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Copyright (c) 2024 Nor Shahrul Nizam Muhamad Nor, Ann Gloghienette O. Perez, Nusrah Samat, Muhammad Ridzuan Abdul Aziz
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