Knowledge workers are defined here as high-level employees who apply theoretical and analytical knowledge, acquired through formal education, to developing new products or services (Drucker, 1994).
Knowledge work is defined as the acquisition, creation, application and packaging of knowledge, performed by professional or technical workers with a high level of skill and expertise (Davenport, 1996)
- Davenport T. et al., *gImproving KnowledgeWork Processes*h, in Sloan Management Review, Summer 1996, pp 53-65
knowledge work is defined as non-repetitive, non-routine work that entails substantial levels of cognitive activity (Kelly, 1990; Helton, 1988).
