Cover Image

The determinants of customer knowledge sharing behavior: A review study

In the current age of dynamic business, knowledge became a vital source of competitive advantage. Traditional literature on knowledge management (KM) focused mostly on knowledge sharing within the organization. In this regard, while the general enablers and inhibitors of knowledge sharing behavior h...

Full description

Saved in:
Bibliographic Details
Main Authors: Sari, H., Othman, M., Al-Ghaili, A.M.
Format: Conference Paper
Language:English
Published: 2020
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.uniten.dspace-13245
record_format dspace
spelling my.uniten.dspace-132452020-03-17T05:14:25Z The determinants of customer knowledge sharing behavior: A review study Sari, H. Othman, M. Al-Ghaili, A.M. In the current age of dynamic business, knowledge became a vital source of competitive advantage. Traditional literature on knowledge management (KM) focused mostly on knowledge sharing within the organization. In this regard, while the general enablers and inhibitors of knowledge sharing behavior have been studied in prior research, the factors that encourage or hinder customers to share their knowledge have not received enough attention in the field of knowledge management. This study thus reviewed previous literature in the context of customer knowledge management to examine the most cited factors that influence customer knowledge sharing (CKS). The relevant articles were analyzed and screened to identify the factors of customer knowledge sharing behavior. Based on the findings, CKS behavior determinants could be classified into three main categories: personal, social, and technological. Among the personal determinants, the most cited factors are the reciprocal benefit, enjoyment of helping others, and knowledge sharing self-efficacy. On the other hand, sense of belonging shared goal/language and interpersonal trust is the most cited social determinants. Meanwhile, perceived usefulness and perceived ease of use are the most cited technological determinants of CKS behavior. The previous research focused more on personal and psychological factors, and as such, more research is needed to examine other motivation factors that might influence CKS behavior, particularly the technological factors. © Springer Nature Switzerland AG 2019. 2020-02-03T03:31:19Z 2020-02-03T03:31:19Z 2019 Conference Paper 10.1007/978-3-319-99007-1_82 en
institution Universiti Tenaga Nasional
building UNITEN Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Tenaga Nasional
content_source UNITEN Institutional Repository
url_provider http://dspace.uniten.edu.my/
language English
description In the current age of dynamic business, knowledge became a vital source of competitive advantage. Traditional literature on knowledge management (KM) focused mostly on knowledge sharing within the organization. In this regard, while the general enablers and inhibitors of knowledge sharing behavior have been studied in prior research, the factors that encourage or hinder customers to share their knowledge have not received enough attention in the field of knowledge management. This study thus reviewed previous literature in the context of customer knowledge management to examine the most cited factors that influence customer knowledge sharing (CKS). The relevant articles were analyzed and screened to identify the factors of customer knowledge sharing behavior. Based on the findings, CKS behavior determinants could be classified into three main categories: personal, social, and technological. Among the personal determinants, the most cited factors are the reciprocal benefit, enjoyment of helping others, and knowledge sharing self-efficacy. On the other hand, sense of belonging shared goal/language and interpersonal trust is the most cited social determinants. Meanwhile, perceived usefulness and perceived ease of use are the most cited technological determinants of CKS behavior. The previous research focused more on personal and psychological factors, and as such, more research is needed to examine other motivation factors that might influence CKS behavior, particularly the technological factors. © Springer Nature Switzerland AG 2019.
format Conference Paper
author Sari, H.
Othman, M.
Al-Ghaili, A.M.
spellingShingle Sari, H.
Othman, M.
Al-Ghaili, A.M.
The determinants of customer knowledge sharing behavior: A review study
author_facet Sari, H.
Othman, M.
Al-Ghaili, A.M.
author_sort Sari, H.
title The determinants of customer knowledge sharing behavior: A review study
title_short The determinants of customer knowledge sharing behavior: A review study
title_full The determinants of customer knowledge sharing behavior: A review study
title_fullStr The determinants of customer knowledge sharing behavior: A review study
title_full_unstemmed The determinants of customer knowledge sharing behavior: A review study
title_sort determinants of customer knowledge sharing behavior: a review study
publishDate 2020
_version_ 1662758835313442816
score 13.222552

Similar Items