Enhancing knowledge sharing intention through the satisfactory context of continual service of knowledge management systems

• Published in: Information technology & people (West Linn, Or.) Vol. 29; no. 4; pp. 807 - 829
• Main Authors: Dong, Tse-Ping, Hung, Chia-Liang, Cheng, Nai-Chang
• Format: Journal Article
• Language: English
• Published: West Linn Emerald Group Publishing Limited 01.01.2016
• Subjects: Behavior; Bias; Cognition; Document management; Employees; Influence; Information technology; Investigations; Knowledge management; Knowledge sharing; Management systems; Patience; Quality; Quality of service; Role; Roles; Self-efficacy; Social cognitive theory; Success; User behavior; User satisfaction; Web 2.0; IT services; User satisfaction; Cognitive theories; LISREL; Service quality (SERVQUAL); Personality; Virtual community; Knowledge management systems
• ISSN: 0959-3845; 1758-5813
• DOI: 10.1108/ITP-09-2014-0195

Purpose The purpose of this paper is to show how continual enhancement of knowledge management systems (KMSs) enhances knowledge sharing intention. Design/methodology/approach This study integrates information system (IS) success with social cognitive theory (SCT) to explain knowledge sharing intention. Based on a survey of 276 KMS users in Taiwan’s information technology industry, the structural equation model has been applied to examine the influence process from a user satisfactory context to personal cognitive beliefs, and thus knowledge sharing intention. Findings The results indicate that the user satisfactory context stimulated by continual KMS enhancement increases knowledge sharing intention through the mediation of personal cognition of self-efficacy and outcome expectancy. Practical implications The results have empirical implications for learning how to motivate developers’ patience and passion for follow-up improvements to meet user expectations empathically, which has been emphasized for service provision. Originality/value The originality of this research is its explanation of system adoption behavior, which combines the core of IS success with SCT, links user satisfaction to intention to use, and concerns behavior within a specific context.