Please use this identifier to cite or link to this item: https://doi.org/10.1016/j.im.2011.02.002
DC FieldValue
dc.titleKnowledge reuse through electronic repositories: A study in the context of customer service support
dc.contributor.authorKankanhalli, A.
dc.contributor.authorLee, O.-K.
dc.contributor.authorLim, K.H.
dc.date.accessioned2013-07-11T10:09:05Z
dc.date.available2013-07-11T10:09:05Z
dc.date.issued2011
dc.identifier.citationKankanhalli, 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
dc.identifier.issn03787206
dc.identifier.urihttp://scholarbank.nus.edu.sg/handle/10635/42431
dc.description.abstractOrganizations 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.
dc.description.urihttp://libproxy1.nus.edu.sg/login?url=http://dx.doi.org/10.1016/j.im.2011.02.002
dc.sourceScopus
dc.subjectCustomer service
dc.subjectExtrinsic and intrinsic motivation
dc.subjectKnowledge repository capability
dc.subjectKnowledge reuse
dc.subjectPerformance benefits
dc.typeArticle
dc.contributor.departmentINFORMATION SYSTEMS
dc.description.doi10.1016/j.im.2011.02.002
dc.description.sourcetitleInformation and Management
dc.description.volume48
dc.description.issue2-3
dc.description.page106-113
dc.description.codenIMAND
dc.identifier.isiut000290135500004
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