Gestão do conhecimento e co-criação de valor em serviços informacionais

Abstract

The objective of this study is to identify how KM (Knowledge Management) can contribute to the process of co-creation of value in information services. The research is justified to the extent that KM offers numerous advantages in libraries in order to dramatically change their needs and capabilities in providing information services. The qualitative and constructivist matrix methodology resorts to Knowledge Development Process - Constructivist (Pro-Know), an instrument for literature selection, identification / analysis and formation of a Bibliographic Portfolio (PB). The analysis is based on Vargo and Lusch (2004), regarding KM and its knowledge exchange processes (operant resources, dynamics, competences, learning and co-creation of value). From the perspective of informational services, it resulted in the discussion of operant resources (information and knowledge) and their management; the exchange process (organizational learning), the skills (of the professionals), and the value characterized in this new context (co-creation). It is concluded that KM can offer tools to better provide informational services, not only adding value, but co-creating value, so that both (users and organization) benefit in this context.