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Organizations all over the world have to face high risks of competition and the possibilities of losing customers. One of the most important factors that causes this problem is that the organizations have a lot of difficulties in facing the rapid changes of market trends (Del Giudice, Della Peruta, & Carayannis, 2010). Very often in different organizations, knowledge management has become the solution to this problem and, simultaneously, the key driver to create customer values (Ting Si Xue, 2017).

With the purpose of taking full advantage of knowledge management, organizations must have a clear understanding on how knowledge is formed (Ipe, 2003; Van den Hooff & Huysman, 2009), in particular in a global scenario. In fact, in an international landscape KM gains crucial knowledge from both inside and outside of the organizations for different reasons such as improving service quality by providing faster service …