Does knowledge retrieval improve work efficiency?:An investigation under multiple systems use

Sutanto, Juliana and Liu, Yi and Grigore, Mihai and Lemmik, Rivo (2018) Does knowledge retrieval improve work efficiency?:An investigation under multiple systems use. International Journal of Information Management, 40. pp. 42-53. ISSN 0268-4012

[img]
Preview
PDF (Manuscript_knowledge retrieval_js)
Manuscript_knowledge_retrieval_js.pdf - Accepted Version
Available under License Creative Commons Attribution-NonCommercial-NoDerivs.

Download (468kB)

Abstract

Organizations encourage active knowledge retrieval from knowledge management systems; however, this does not always lead to higher work efficiency. Anchoring on uses and gratifications theory and psychology of sunk cost, this study investigates knowledge workers’ knowledge retrieval behavior and its subsequent impact on their work efficiency under three knowledge management systems, which differ in the creators of the systems and their related contents. Survey and interview data were collected from an IT call-center company. The results show knowledge workers who actively retrieved knowledge from the organization-created system that contains self-created content exhibited higher work efficiency. The results also show they obtained gratifications from actively retrieving knowledge from a self-made system; however, due to the workers’ biased perceptions toward that system, knowledge retrieval from a self-made system did not induce higher work efficiency. The findings provide organizations suggestions for designing knowledge management systems and their related contents.

Item Type:
Journal Article
Journal or Publication Title:
International Journal of Information Management
Additional Information:
This is the author’s version of a work that was accepted for publication in International Journal of Information Management. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in International Journal of Information Management 40, 2018 DOI: 10.1016/j.ijinfomgt.2018.01.009
Uncontrolled Keywords:
/dk/atira/pure/subjectarea/asjc/1700/1710
Subjects:
ID Code:
90167
Deposited By:
Deposited On:
06 Feb 2018 14:52
Refereed?:
Yes
Published?:
Published
Last Modified:
02 Dec 2020 04:38