The determinants of customer knowledge sharing behavior: A review study

Hasan Sari, Marini Othman, Abbas M. Al-Ghaili

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

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.

Original languageEnglish
Title of host publicationRecent Trends in Data Science and Soft Computing - Proceedings of the 3rd International Conference of Reliable Information and Communication Technology IRICT 2018
EditorsFathey Mohammed, Faisal Saeed, Nadhmi Gazem, Abdelsalam Busalim
PublisherSpringer Verlag
Pages882-891
Number of pages10
ISBN (Print)9783319990064
DOIs
Publication statusPublished - 01 Jan 2019
Event3rd International Conference of Reliable Information and Communication Technology, IRICT 2018 - Kuala Lumpur, Malaysia
Duration: 23 Jun 201824 Jun 2018

Publication series

NameAdvances in Intelligent Systems and Computing
Volume843
ISSN (Print)2194-5357

Other

Other3rd International Conference of Reliable Information and Communication Technology, IRICT 2018
CountryMalaysia
CityKuala Lumpur
Period23/06/1824/06/18

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All Science Journal Classification (ASJC) codes

  • Control and Systems Engineering
  • Computer Science(all)

Cite this

Sari, H., Othman, M., & Al-Ghaili, A. M. (2019). The determinants of customer knowledge sharing behavior: A review study. In F. Mohammed, F. Saeed, N. Gazem, & A. Busalim (Eds.), Recent Trends in Data Science and Soft Computing - Proceedings of the 3rd International Conference of Reliable Information and Communication Technology IRICT 2018 (pp. 882-891). (Advances in Intelligent Systems and Computing; Vol. 843). Springer Verlag. https://doi.org/10.1007/978-3-319-99007-1_82