Scholarly Knowledge Communication in Organisational Decision-Making

Peter Björk, Hannele Kauppinen-Räisänen

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review


This study explored how scholarly knowledge—with a focus on service quality—is used and obtained by business managers in daily practice, and potential barriers to implementing such knowledge in decision-making. A qualitative approach was employed in conducting individual interviews with 20 managers in 10 Finnish companies. The study detected that service quality knowledge was recognised and internally communicated, thereby affecting business practices. By exploring how such knowledge is obtained and used, this study detected several barriers on both the individual and organisational levels, indicating that scholarly knowledge is not fully employed as evidence in decision-making. The study contributes to the ongoing discussion concerning the relationship between theory and practice by providing empirical insights regarding service quality knowledge and by elucidating why this knowledge is not employed in decision-making.
Original languageEnglish
Title of host publicationTyöelämän viestintä III, Arbetslivskommunikation III, Workplace Communication III, Kommunikation im Berufsleben III : VAKKI-symposium XXXIX 6.–7.2.2020
EditorsHeidi Hirsto, Mona Enell-Nilsson, Hannele Kauppinen-Räsänen, Nicole Keng
Place of PublicationVaasa
PublisherVaasan yliopisto
Publication date12.2020
ISBN (Print)978-952-68538-9-5
Publication statusPublished - 12.2020
MoE publication typeA4 Article in conference proceedings

Publication series

NameVakki Publications
PublisherVaasan yliopisto
ISSN (Print)2242-685X
ISSN (Electronic)2242-685X


  • 512 Business and Management
  • internal communication
  • management practice
  • scholarly knowledge
  • service quality


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