Knowledge management infrastructure framework for enhancing knowledge-intensive business processes

Itzhak Aviv, Irit Hadar, Meira Levy

Research output: Contribution to journalArticlepeer-review


In this age of digital transformation, knowledge-intensive organizations strive to improve business outcomes and sustainability by improving their knowledge-intensive business processes (KIBPs) to obtain a competitive advantage. Many researchers have claimed that KIBP enhancement is possible through knowledge management (KM) initiatives supported by an effective KM infrastructure. Current KM infrastructures deal with formal KM procedures, where knowledge is created, stored, assimilated, and disseminated. Such activities, however, are designed to be performed outside of the business process. KM infrastructures are expected to be more effective when they include specific real-time knowledge procedures integrated into the operational flow of KIBPs. This paper explores how modern KM infrastructures can support KIBPs, considering both formal and operational KM procedures. Our study’s essential contribution is the conceptual KM infrastructure framework (KMIF) developed based on grounded theory research. This infrastructure provides a systematic and robust approach, starting from the ground up, for structuring organizational knowledge assets across a range of KIBP environments. We define operational knowledge procedures directly involved in KIBPs, adding a layer to KM infrastructures beyond the formal knowledge procedures. A mixed-method case study was conducted to demonstrate and evaluate the proposed KMIF for enhancing business outcomes and sustainability of knowledge-intensive organizations.

Original languageEnglish
Article number11387
JournalSustainability (Switzerland)
Issue number20
StatePublished - 1 Oct 2021

Bibliographical note

Publisher Copyright:
© 2021 by the authors. Licensee MDPI, Basel, Switzerland.


  • Knowledge management infrastructure
  • Knowledge processes
  • Knowledge-intensive business processes

ASJC Scopus subject areas

  • Computer Science (miscellaneous)
  • Environmental Science (miscellaneous)
  • Geography, Planning and Development
  • Energy Engineering and Power Technology
  • Hardware and Architecture
  • Management, Monitoring, Policy and Law
  • Building and Construction
  • Computer Networks and Communications
  • Renewable Energy, Sustainability and the Environment


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