The Impact of Knowledge Management Processes on Service Innovation in International Airports in the Kingdom of Saudi Arabia

Abstract

Purpose: The purpose of this study is to examine the impact of knowledge management processes on service innovation in international airports in the Kingdom of Saudi Arabia. Approach: The study applied a quantitative method to collect data via a questionnaire. A total number of 1493 questionnaires were distributed by two methods: 785 were paper copies and 708 online google forms. Out of 708 electronic questionnaires, only 85 were returned, while out of 785 paper-based questionnaires, 230 were collected. Results: The results showed that knowledge management processes (creating, sharing, and application) have a positive and significant impact on service innovation. Also, results showed that knowledge management processes (creating, sharing, and application) have a positive and significant impact on organizational creativity. Furthermore, organizational creativity acts partly as a mediator between knowledge management creation and service innovation. The results support the main role of knowledge management processes as a catalyst of knowledge-based innovation in Saudi international airports. Recommendations: Finally, the research recommends conducting such a study on airports in other countries in the GCC. Moreover, the study recommends building the capacity of human capital and to motivate employees to enhance organizational creativity in the airport sector. Originality: Developing and testing a new model that links knowledge management processes and organizational creativity with services in the GCC context.