The Role of Middle Management In The Knowledge Focused Service Organization

Abstract

This paper proposes a new role for middle management. Technology and the growth
of specialization are altering the main role of the middle manager from supervision to
the support of knowledge transfer. Middle managers must identify knowledge gaps
and communication problems between groups, and bridge them. This bridging activity
creates a network organization, linked by the knowledge transfer between groups.
This bridging role is particularly important in service organizations because the
particular properties of services make knowledge transfer difficult. The cohesion and
effectiveness of the service organization in the future will come from the circulation of
knowledge. An example is given of how middle managers can facilitate knowledge
transfer in a service organization.