Please use this identifier to cite or link to this item: https://doi.org/10.1016/j.im.2011.02.002
Title: Knowledge reuse through electronic repositories: A study in the context of customer service support
Authors: Kankanhalli, A. 
Lee, O.-K.
Lim, K.H.
Keywords: Customer service
Extrinsic and intrinsic motivation
Knowledge repository capability
Knowledge reuse
Performance benefits
Issue Date: 2011
Source: Kankanhalli, A.,Lee, O.-K.,Lim, K.H. (2011). Knowledge reuse through electronic repositories: A study in the context of customer service support. Information and Management 48 (2-3) : 106-113. ScholarBank@NUS Repository. https://doi.org/10.1016/j.im.2011.02.002
Abstract: Organizations are implementing electronic repository systems to facilitate knowledge reuse but with varying degrees of success. There is a lack of understanding of how individual and technical factors interact in determining knowledge reuse and the performance benefits that could be derived from electronic knowledge repositories. We proposed a model to explain the impact of user motivation and the user's perception of the value of the available knowledge repository on knowledge reuse and the individual's performance benefits through using the system. Through a field survey, we found that perceived knowledge repository capability and intrinsic motivation positively affected knowledge reuse, which in turn impacted the benefits derived from using the system. We also found that perceived knowledge repository capability moderated the relationship between extrinsic reward and knowledge reuse. © 2011 Elsevier B.V. All rights reserved.
Source Title: Information and Management
URI: http://scholarbank.nus.edu.sg/handle/10635/42431
ISSN: 03787206
DOI: 10.1016/j.im.2011.02.002
Appears in Collections:Staff Publications

Show full item record
Files in This Item:
There are no files associated with this item.

SCOPUSTM   
Citations

42
checked on Dec 13, 2017

WEB OF SCIENCETM
Citations

29
checked on Oct 31, 2017

Page view(s)

69
checked on Dec 9, 2017

Google ScholarTM

Check

Altmetric


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.