The effect of customer power on enterprise internal knowledge sharing: an empirical study

NCUIR > School of Management at National Central University > Department of Business Administration > journal & Dissertation > Item 987654321/103155

Please use this identifier to cite or link to this item: https://ir.lib.ncu.edu.tw/handle/987654321/103155

Title:	The effect of customer power on enterprise internal knowledge sharing: an empirical study
Authors:	許秉瑜;Chang, Yu-Wei;Hsu, Ping-Yu;Shiau, Wen-Lung;Yi, Ronghua
Contributors:	管理學院企業管理學系
Keywords:	Added value;Behavior;Computer literacy;Customer relations;Customer satisfaction;Customers;Data acquisition;Data collection;Design engineering;Effectiveness;Empirical analysis;Engineers;Environmental aspects;Exchange;Information behaviour & retrieval;Intrinsic motivation;Job performance;Knowledge;Knowledge management;Knowledge sharing;Least squares method;Library & information science;Mathematical models;Model testing;Motivation;Multinational corporations;Perception;Power;Reciprocity;Reputations;Rewards;Self concept;Self-efficacy;Sharing;Social exchange theory;Social power;Studies
Date:	2015-09-21
Issue Date:	2026-04-23 11:24:27 (UTC+8)
Publisher:	Emerald Group Publishing Ltd.;Bradford: Emerald Group Publishing Limited
Abstract:	摘要： Purpose – The purpose of this paper is to investigate how customer power of environmental factors affects customer support (CS) engineers’ personal motivations in a knowledge-sharing context. The authors examine extrinsic (i.e. organizational rewards, reputation, and reciprocity) and intrinsic motivations (i.e. knowledge self-efficacy) affecting knowledge-sharing intentions based on the social exchange theory (SET) and self-efficacy theory. Furthermore, the authors introduce the concept of the social power theory to investigate the moderating effect of customer power on the relationships between personal motivations and knowledge-sharing intentions. Design/methodology/approach – This study collects 349 questionnaires of CS engineers from 16 countries, including the USA, China, Japan, South Korea, and Taiwan. After the data collection, the research model and hypotheses are tested using partial least squares. Findings – The empirical results show that reputation, reciprocity, and knowledge self-efficacy are significantly and positively related to knowledge-sharing intentions. Also, the results show that customer power can significantly moderate the relationships between personal motivations and knowledge-sharing intentions. Research limitations/implications – The findings help multinational corporations employ the perception of customer power to motivate CS engineers to share knowledge. Especially, the results can help organizations increase customer added value through effective knowledge sharing. Originality/value – The research model integrates personal motivations derived from the SET and self-efficacy theory and customer power of environmental factors. Additionally, this study is the first to investigate the moderating effect of customer power on employees’ personal motivations and behavioral intentions. 出版者： Bradford: Emerald Group Publishing Limited 出版日期： 2015-09-21 出處： Aslib journal of information management, 2015-09, Vol.67 (5), p.505-525 資源來源： ABI/INFORM Collection 版權： Emerald Group Publishing Limited 版權： Emerald Group Publishing Limited 2015 識別號： ISSN: 2050-3806 識別號： EISSN: 1758-3748 識別號： DOI: 10.1108/AJIM-02-2015-0028
Appears in Collections:	[Department of Business Administration ] journal & Dissertation

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