摘要：Since Polanyi (1967) introduced the concept, tacit knowledge has increasingly gained attention from both researchers and practitioners in different fields. Tacit knowledge is one which the possessor is often quiet unconscious about, because it is built from experience and is difficult to transmit and express in plain language (Chilton and Bloodgood, 2007). According to Smith (2001) tacit knowledge is personalized knowledge to organizational members especially when high-level strategic problems are involved such as handling uncommon customer queries which the firm’s information bank cannot readily answer. Identification of tacit knowledge in individuals is based on their perception of issues, value systems, emotional responsiveness and the actions they take at given times.
