Purpose – This paper seeks to sharpen the concepts of tacit, implicit and explicit knowledge by linking them to findings from cognitive psychology and memory science and thus finding a possibility for measuring non‐explicit knowledge. Design/methodology/approach – A review of KM and...

Purpose – The purpose of this paper is to investigate new hypotheses regarding potential correlates and underpinnings of emotional dissonance experienced in call centre work. It is argued that prior attempts to measure emotional dissonance are incomplete because such measures often do not...