A Multi-Theory Approach to Managing Knowledge Assets: The Case of Complex Professional Human Service Organizations

ABSTRACT

A multi-theory framework is offered for guiding managerial decision making in complex professional human service organizations; a growing segment of the economy for which the ability to proactively and dynamically manage knowledge assets is naturally critical to performance. Following a call for greater theoretical integration, this framework synthesizes essential and complimentary elements of three theoretical domains. It combines Transaction Economics’ focus on the appropriate procurement of knowledge assets, with Knowledge Management’s focus on how to dynamically unleash the potential of those assets, and Contingency Thinking’s focus on how to structurally harness and direct that potential. Two key “bridging constructs” emerge offering useful insights both for theory and practice: 1) learning systems as a key element of functional design for managing knowledge assets, and 2) learning costs as a key factor in managing the economic structure of knowledge assets. We apply our integrated framework to two professional human services sectors – business education and health service delivery-- and discuss broader implications for research and practice.

KEYWORDS:

• Organization capability
• managing knowledge assets
• professional service firms
• theory integration
• functional and economic structure

Acknowledgment

The authors express their appreciation to Dr. Rogerio Victer for his work on developing early versions of this article.

Additional information

Notes on contributors

Joel Harmon

Joel Harmon, PhD, is a professor of management in the Silberman College of Business at Fairleigh Dickinson University, and executive director of its Institute for Sustainable Enterprise. During the 30+ year academic career that followed his time in industry, he has served in numerous university and professional-association leadership positions. He earned his doctorate from SUNY Albany and specializes in sustainability strategy, focusing on linkages between people systems, organizational learning, and sustained performance. He has published in a variety of leading academic and practitioner journals, receiving awards for his papers and case studies. He can be reached at [email protected].

Dennis J. Scotti

Dennis J. Scotti, PhD, holds the prestigious Alfred E. Driscoll endowed professorship in healthcare and life sciences management at Fairleigh Dickinson University, where currently teaches graduate-level courses in health systems and policy, pharmaceutical management, strategic management, and organizational behavior. His research interests include: managed medical care, quality assessment of health services, healthcare consumer psychology, and cost–effectiveness of medical treatments. Dr. Scotti has authored numerous articles in peer-reviewed scholarly and professional journals, and serves on the editorial board for several publishing outlets. He is the recipient of multiple awards recognizing his scholarship and professional achievements.

Eric H. Kessler

Eric H. Kessler, PhD., is the Henry George Professor of Management at the Lubin School of Business at Pace University. Dr. Kessler’s current scholarly and professional activities focus on global leadership and organization management. He has published five critically acclaimed books, including the Encyclopedia of Management Theory, and over 100 academic papers and presentations with his research appearing in many of the field’s top outlets. He has also worked with a wide variety of private as well as government organizations and received numerous honors in the fields of business, management, forensics, education, public service, economics, and psychology.