Knowledge Centers in Professional Services Firms: Design and Empirical Evidence

Complementing knowledge management (KM) initiatives, specialized service units can support intra-organizational knowledge transfer by conducting research, offering edited contents, or participating in internal networks. This research concentrates specifically on the knowledge center (KC) model, thus following Hertlein et al., whose blueprint is evaluated and further developed by building on a multiple case study. In this design science research process, five KCs from the branch of professional services firms are studied, with particular emphasis on the process dimension. This allows new insights to be gained into the characteristics of KCs. Not only is the KC model largely confirmed, but new details are also added. Furthermore, directions for further research – specifically on the KC’s integration into KM initiatives– are provided.