Knowledge Management Running Head: Knowledge Management in Service Encounters Knowledge Management in Service Encounters: Impact on Customers’ Satisfaction Evaluations Priyanko Guchait 1 Doctoral Student and Research Assistant School of Hospitality Management The Pennsylvania State University Mateer Building, State College, PA-16802 United States Tel: (573) 289-5830 Email- pug117@psu.edu Karthik Namasivayam, Ph. D. Associate Professor School of Hospitality Management The Pennsylvania State University Mateer Building, State College, PA-16802 United States Tel: (814) 863-9774 Email- kun1@psu.edu and Pui-Wa Lei, Ph. D. Associate Professor Educational Psychology The Pennsylvania State University CEDAR Building, State College, PA-16802 United States Tel: (814) 865-4368 Email- Puiwa@psu.edu July 2010 1 Corresponding author. email: pug117@psu.edu