Knowledge reuse through electronic repositories: A study in the context of customer service support

Information and Management

Volumn 48, Issue 2-3, 2011, Pages 106-113

  Kankanhalli, Atreyi ^a   Lee, One Ki ^b   Lim, Kai H ^c  

^a NATIONAL UNIVERSITY OF SINGAPORE   (Singapore)

^b UNIVERSITY OF MASSACHUSETTS BOSTON   (United States)

^c CITY UNIVERSITY OF HONG KONG   (Hong Kong)

Author keywords

Customer service; Extrinsic and intrinsic motivation; Knowledge repository capability; Knowledge reuse; Performance benefits

Indexed keywords

CUSTOMER SERVICES; INTRINSIC MOTIVATION; KNOWLEDGE REPOSITORY CAPABILITY; KNOWLEDGE REUSE; PERFORMANCE BENEFITS;

CUSTOMER SATISFACTION; SALES;

MOTIVATION;

EID: 79953656129     PISSN: 03787206     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.im.2011.02.002     Document Type: Article

References (34)

1. A.E. Akgun, J.C. Byrne, H. Keskin, G.S. Lynn, and S.Z. Imamoglu Knowledge networks in new product development projects: a transactive memory perspective Information & Management 42 2005 1105 1120 (Pubitemid 41690944)
2. M. Alavi, and D.E. Leidner Review: knowledge management and knowledge management systems: conceptual foundations and research issues MIS Quarterly 25 1 2001 107 136 (Pubitemid 33738451)
3. L. Argote, B. McEvily, and R. Reagans Managing knowledge in organizations: an integrative framework and review of emerging themes Management Science 49 4 2003 571 582
4. S. Ba, J. Stallaert, and A.B. Whinston Research commentary: introducing a third dimension in information systems design - the case for incentive alignment Information Systems Research 12 3 2001 225 239
5. A.S. Bharadwaj A resource-based perspective on information technology capability and firm performance: an empirical investigation MIS Quarterly 24 1 2000 169 196
6. G.-W. Bock, A. Kankanhalli, and S. Sharma Are norms enough? The role of collaborative norms in promoting organizational knowledge seeking European Journal of Information Systems 15 4 2006 357 367 (Pubitemid 44494844)
7. G.-W. Bock, R.W. Zmud, Y.-G. Kim, and J.-N. Lee Behavioral intention formation in knowledge sharing: examining the role of extrinsic motivators. Social-psychological forces, and organizational climate MIS Quarterly 29 1 2005 87 112
8. W.F. Boh Reuse of knowledge assets from repositories: a mixed methods study Information & Management 45 6 2008 365 375
9. P. Chwelos, I. Benbasat, and A.S. Dexter Research report: empirical test of an EDI adoption model Information Systems Research 12 3 2001 304 321
10. P.H. Gray, and D. Meister Knowledge sourcing effectiveness Management Science 50 6 2004 821 834
11. W. He, Q. Qiao, and K.-K. Wei Social relationship and its role in knowledge management systems usage Information & Management 46 3 2009 175 180
12. Y. Hwang Investigating enterprise systems adoption: uncertainty avoidance, intrinsic motivation, and the technology acceptance model European Journal of Information Systems 14 2 2005 150 161 (Pubitemid 41111289)
13. A. Kankanhalli, B.C.Y. Tan, and K.-K. Wei Contributing knowledge to electronic knowledge repositories: an empirical investigation MIS Quarterly 29 1 2005 113 143 (Pubitemid 44151825)
14. A. Kankanhalli, B.C.Y. Tan, and K.-K. Wei Understanding seeking from electronic knowledge repositories: an empirical study Journal of the American Society for Information Science and Technology 56 11 2005 1156 1166 (Pubitemid 41558926)
15. R. Lamb, and R. Kling Reconceptualizing users as social actors in information systems research MIS Quarterly 27 2 2003 197 235
16. M.W. Lansdale The psychology of personal information management Applied Ergonomics 19 1 1988 55 66
17. H. Lee, and B. Choi Knowledge management enablers, processes, and organizational performance: an integrative view and empirical examination Journal of Management Information Systems 20 1 2003 179 228
18. H. Liao, and A. Chuang A multilevel investigation of factors influencing employee service performance and customer outcomes Academy of Management Journal 47 1 2004 41 58 (Pubitemid 38422393)
19. H.F. Lin Effects of extrinsic and intrinsic motivation on employee knowledge sharing intentions Journal of Information Science 33 2 2007 135 149
20. A. Majchrzak, L.P. Cooper, and O.E. Neece Knowledge reuse for innovation Management Science 50 2 2004 174 188
21. M.L. Markus Toward a theory of knowledge reuse: types of knowledge reuse situations and factors in reuse success Journal of Management Information Systems 18 1 2001 57 93 (Pubitemid 32716725)
22. J. Nikerson, and T. Zenger A knowledge-based theory of governance choice: the problem solving approach Organization Science 15 6 2004 617 632
23. D.E. O'Leary Empirical analysis of the evolution of a taxonomy for best practices Decision Support Systems 43 4 2007 1650 1663 (Pubitemid 47223483)
24. S. Petter, D. Straub, and A. Rai Specifying formative constructs in IS research MIS Quarterly 31 4 2007 623 656
25. P.M. Podsakoff, S.B. MacKenzie, J.-Y. Lee, and N.P. Podsakoff Common method biases in behavioral research: a critical review of the literature and recommended remedies Journal of Applied Psychology 88 5 2003 879 903 (Pubitemid 37239703)
26. V. Sambamurthy, A. Bharadwaj, and V. Grover Shaping agility through digital options: reconceptualizing the role of information technology in contemporary firms MIS Quarterly 27 2 2003 237 263
27. J.C. So, and N. Bolloju Explaining the intentions to share and reuse knowledge in the context of IT service operations Journal of Knowledge Management 9 6 2005 30 41 (Pubitemid 41644738)
28. M.J. Tippins, and R.S. Shoi IT competency and firm performance: is organizational learning a missing link? Strategic Management Journal 24 8 2003 745 761
29. A. Tiwana, and A.A. Bush Continuance in expertise-sharing networks: a social perspective IEEE Transactions on Engineering Management 52 1 2005 85 101 (Pubitemid 40259031)
30. V. Venkatesh, M.G. Morris, G.B. Davis, and F.D. Davis User acceptance of information technology: toward a unified view MIS Quarterly 27 3 2003 425 478
31. M.M. Wasko, and S. Faraj Why should I share? Examining social capital and knowledge contribution in electronic networks of practice MIS Quarterly 29 1 2005 35 57 (Pubitemid 44151822)
32. P. Weill, and M. Vitale What IT infrastructure capabilities are needed to implement E-business models? MIS Quarterly Executive 1 1 2002 17 34
33. J.H. Wu, and Y.M. Wang Measuring KMS success: a respecification of the DeLone and McLean's model Information & Management 43 6 2006 728 739
34. S. Yahya, and W.-K. Goh Managing human resources toward achieving knowledge management Journal of Knowledge Management 6 5 2002 457 468