DOI: 10.36347/sjebm.2014.v01i10.002

Pages: 434-441

The world’s economy is shifting from a traditional one towards a knowledge-based economy. A tra¬ditional economy is known for resource scarcity, tangibility, limitability, an increasing marginal cost, and decreasing marginal utility. In contrast, a knowledge-based economy enjoys resource abundance, intangibility, inimitability, and diminishing marginal cost. The objectives of this paper is to propose a customer-centric knowledge management (CCKM) strategic model for public organizations and to explore its application to a public service setting, viz. e-health services in the Ministry of Health (MoH) in the Kingdom of Bahrain. As the paper seeks to propose a new model, it adopts an exploratory approach to the development of the model based on review of relevant scholarly literature. Principles of the model have been applied to the MoH services in the Kingdom of Bahrain. The e-health system provides an integrated and comprehensive knowledge about patients that help to improve health care provided to patients and ultimately maximize customer satisfaction. Some principles of the proposed CCKM model have been found applied to the MoH in the Kingdom of Bahrain. In order to leverage full potential of ICT in health service, ICT uptake needs to be accompanied by organizational changes in people, structure, and processes, in order to develop effective customer knowledge management.