Providing a Model for Knowledge Extraction in the Service Industry to Achieve Innovation: Grounded theory

The development of innovation in the service sector is a complex process that is affected by various factors, and the service sector due to its commercial nature must be updated in its innovative processes. Since knowledge innovation is required, knowledge extraction is essentially required to achieve goals and innovation in the industry. Appropriate and timely knowledge leads the industry to increase its productivity and level of innovation. This article is intended to provide a model for knowledge extraction in the service industry. For this purpose, the grounded theory model has been used, which is applied in terms of purpose and qualitative research in terms of collecting information. The population includes experts and managers in the service industry and the sample is due to the theoretical saturation of 14 people who were selected in a purposive sampling. The data collection tool, in the qualitative section, was a semi-structured interview. To confirm the accuracy of the data, the validity of the study was used by the research members. In this study, to calculate the reliability, the method of intercoder agreement has been used. The percentage of thematic agreement confirms encodings with 80% reliability. ATLAS.TI software was used for coding. After analyzing the data, a knowledge extraction model was extracted for the service industry. Based on this, 122 concepts and 18 sub-categories have been categorized using the Strauss and Corbin paradigm model. These factors were divided into 18 categories in the common model of grounded theory, which are: causal conditions (infrastructure and technological factors, structural factors, human resources, organizational culture, support of senior managers), contextual conditions (organizational strategic knowledge, management Organizational communication, support for intelligent knowledge extraction system), strategic (knowledge commercialization strategies, creativity strategies, innovative strategies), interventionist conditions (personal characteristics, financial factors, managerial factors), consequences (value creation, advantage) Competitive, globalization, growth, and maturity). Therefore, according to the results of this study, vital resources in the service industry can be identified to extract knowledge in a timely and appropriate manner, and the knowledge obtained from this extraction can be used to create a competitive advantage in domestic and foreign markets.