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Semi\u2010structured telephone interviews were conducted with senior managers and team leaders of three companies. The data collected is used for studying attrition and retention and its impact on KM.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>The paper provides evidence of various strategic, technological, and local issues influencing the success of retention and its benefit to KM programs in global IT service companies. Organizations adapt attrition control measures for long\u2010term benefit. These measures help in effective KM, serving the client at lower cost with consistent service levels.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Research limitations\/implications<\/jats:title><jats:p>Interviews are limited to three large companies in the IT services sector in the Bangalore (India) region. Future in depth studies would benefit from a larger and more diverse sample. It is suggested that IT service organizations develop and practice effective employee retention plans along with effective KMS.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p>To provide clear benchmarks for developing employee retention capabilities, an employee retention plan for IT services is proposed. The employee retention plan is discussed from a consistent delivery perspective and in view of effective KM practice.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>The paper conducts an evaluation of the retention measures and provides a roadmap for future research endeavors.<\/jats:p><\/jats:sec>","DOI":"10.1108\/13287261111118340","type":"journal-article","created":{"date-parts":[[2011,3,26]],"date-time":"2011-03-26T08:03:36Z","timestamp":1301126616000},"page":"43-65","source":"Crossref","is-referenced-by-count":19,"title":["Knowledge retention in the IT service industry"],"prefix":"10.1108","volume":"13","author":[{"given":"Jayachandra","family":"Bairi","sequence":"first","affiliation":[]},{"given":"B.","family":"Murali Manohar","sequence":"additional","affiliation":[]},{"given":"Goutam Kumar","family":"Kundu","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"doi-asserted-by":"crossref","unstructured":"Ackerman, M.S. and Halverson, C.A. 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