This study aims to perform Systematic Literature Review (SLR) that explores the role of Knowledge Management in the services sector, establishing its impact on organizational performance, innovation and competitive advantage.
Using a Systematic Literature Review as methodology, the current study extracted 55 (from 2000 to 2025) papers from Scopus indexed journals, also subjected to bibliometric analysis after establishing a protocol for ensuring credibility and authority of review. The selected peer reviewed publications are analyzed using VOSviewer and Microsoft tools.
By integrating qualitative, quantitative and mixed methodology studies, the results form co-occurrence and co-citation analysis in SLR identified five main thematic areas including Knowledge management practices in specific industries, Sustainable development and Knowledge management, Technological innovation and Knowledge management, Organizational performance and Knowledge management and Knowledge management strategies for organizational resilience.
The SLR serves as a foundational resource for advancing knowledge management in services sector by summarizing key findings, outlining implications for both theory and practice, and issuing a call to action for researchers, practitioners and policy makers. While providing valuable insights, the research acknowledges limitations in terms of scope of included studies and potential biases inherent in the selection process.
The originality and novelty lie in its comprehensive SLR that focuses on role of KM in services sector. Also, to the best of the authors’ knowledge, this is the first study in identifying key research themes in the domain of KM in services sector which adds to the originality of this research, providing valuable insights for the future scholarship.
