Knowledge Management Practices at a Bulgarian Bank: A Case Study

Mahmood Shah, Nevena Rahneva, Rizwan Ahmed

Research output: Contribution to journalArticlepeer-review

5 Citations (Scopus)


This paper reports on knowledge management (KM) practices in the customer service and lending departments of one of Bulgaria's top retail banks and investigates how KM processes can be further improved. The Bank's KM activities have been studied using observations, interviews and informal discussions for data collection. Findings were compared and contrasted with existing literature in similar contexts. Although rudiments of knowledge sharing are evident from the KM activities in different departments of the bank, the limitations such as resistance to change of the implemented KM systems are impeding the effectiveness of the knowledge management process. More training and incentives are needed to increase knowledge creation and sharing. Moreover, a clearly articulated KM strategy along with success criteria and commitment and support from senior management is needed. There is a severe lack of knowledge management studies in Bulgarian context in general and Bulgarian banking sector in particular. The authors' findings will potentially help in improving knowledge sharing practice as well as provide a valuable insight into knowledge management related issues in the Bulgarian context. The findings from this research can be useful to companies from Eastern Europe and other regions in improving their knowledge sharing practice.
Original languageEnglish
Pages (from-to)54-69
Number of pages16
JournalInternational Journal of Knowledge Management
Issue number3
Early online date1 Jul 2014
Publication statusPublished - Jul 2014
Externally publishedYes


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