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"Knowledge is a power", as knowledge sharing become a fundamental power. Managing knowledge effectively and efficiently, will transformed the knowledge into tacit to explicit knowledge through socialization, externalization, and internalization. The knowledge has to managed to gain competitive advantage. An innovation strategy is needed to put the knowledge into the best practices, to access and disseminate the knowledge to boost the employee performance. In Indonesia, the telecommunications services provider companies are already implemented the knowledge management. Nowadays the rapid development of information and communication leads the telecommunications service industry to conduct their service innovation in communication and information in advanced. Moreover, fiercely competition urges the players to maintain their sustainability on delivers the best service innovation to the customers, especially during the emergence of situations of the of COVID-19 pandemic, when vulnerable and problematic panic consumers has become a regular basis to solved. Keywords: Tacit Knowledge, Explicit Knowledge, Service Innovation, Employee Performance, Competitive Advantage DOI: 10.7176/IKM/10-4-02 Publication date: May 31 st 2020

information and knowledge management

The Influence of Tacit &amp; Explicit Knowledge, Learning Organization, Service Innovation, Employee Performance, Towards Competitive Advantage: A Customer-Basedapproach During the Pandemic Covid-19 in Indonesia