Factors Affecting Usage of Information Technology in Support of Knowledge Sharing: A Multiple Case Study of Service Organizations in Hong Kong

Factors Affecting Usage of Information Technology in Support of Knowledge Sharing: A Multiple Case Study of Service Organizations in Hong Kong

Ngai-Keung Chow (City University of Hong Kong, Hong Kong)
DOI: 10.4018/978-1-4666-2142-8.ch006
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This study explores key factors affecting the usage of information technology (IT) tools in support of knowledge sharing in service organizations in Hong Kong. In a case study of five firms, the usage of IT tools is influenced by an array of factors acting as enablers, barriers, and motivators. The findings support extant theories on knowledge management (KM). This research discovers relationships between multiple factors and the usage of IT tools for knowledge sharing at various hierarchical levels. Operational factors like perceived usefulness, perceived ease of use, staff capability, and nature of work induce higher usage of IT for knowledge sharing. These findings and related analyses have managerial implications for firms engaging in service business.
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Literature Review

Knowledge as a Resource to Increase Competitive Edge of Firms

Differential firm performance is attributed to variance in resource endowment (Penrose, 1959). According to Resource-Based View, a firm achieves competitive advantage with its unique resource (Barney, 1991). Knowledge is regarded as the most significant resource of a firm (Alavi & Leidner, 2001). The ability to integrate the knowledge of firm’s employees is a distinctive capability (Grant, 1996) and a dynamic resource (Spender, 1996), thus improving firm performance and enhancing its competitive advantage (Bogner & Bansal, 2007; Connell, 2004; Gold et al., 2001; Kogut & Zander, 1992; Sharkie, 2003; Zack, 1999).

Explicit knowledge is “knowing what” that is codified and can easily be communicated, while tacit knowledge refers to “knowing how” in a subject matter which can only be revealed through application (Grant, 1996). Knowledge is created through dynamic interactions among individuals in the form of socialization, combination, externalization and internalization (Nonaka, 1994). Exchange of information may also generate knowledge (Nahapiet & Ghoshal, 1998). Information is converted to knowledge once it is processed in the mind of individuals (Alavi & Leidner, 2001).

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Table of Contents
Felix B. Tan
Chapter 1
Angsana A. Techatassanasoontorn, Haiyan Huang, Eileen M. Trauth, Suwan Juntiwasarakij
This study uses Trauth’s (2000) Influence-Impact Model as a sensitizing device to examine the influence of four key socio-cultural factors —policy... Sample PDF
Analyzing ICT and Development: Thailand’s Path to the Information Economy
Chapter 2
Wen Guang Qu, Alain Pinsonneault
Research on information technology (IT) outsourcing adoption has been confined to a single-country perspective. The understanding of how... Sample PDF
Country Environments and the Adoption of IT Outsourcing
Chapter 3
Wei-Hsi J. Hung, Chia-An Tsai, Shin-Yuan Hung, Robert McQueen, Jau-Jeng Jou
Business-to-business (B2B) transactions supported by the World Wide Web (Web) have become a major portion of e-commerce transactions. Despite... Sample PDF
Evaluating Web Site Support Capabilities in Sell-Side B2B Transaction Processes: A Longitudinal Study of Two Industries in New Zealand and Taiwan
Chapter 4
Rong Du, Shizhong Ai, Pamela Abbott, Yingqin Zheng
In this paper, the authors explore the influences of two major contextual factors—supplier team members’ cultural understanding and trust... Sample PDF
Contextual Factors, Knowledge Processes and Performance in Global Sourcing of IT Services: An Investigation in China
Chapter 5
Nguyen Thu Huong, Umemoto Katsuhiro, Dam Hieu Chi
This paper discusses the knowledge transfer process in offshore outsourcing. The focus is a case study of software offshore outsourcing from Japan... Sample PDF
Knowledge Transfer in Offshore Outsourcing: A Case Study of Japanese and Vietnamese Software Companies
Chapter 6
Ngai-Keung Chow
This study explores key factors affecting the usage of information technology (IT) tools in support of knowledge sharing in service organizations in... Sample PDF
Factors Affecting Usage of Information Technology in Support of Knowledge Sharing: A Multiple Case Study of Service Organizations in Hong Kong
Chapter 7
Wen-Ting Lee, Shin-Yuan Hung, Patrick Y.K. Chau
Knowledge management (KM) infrastructure is the foundation for managing and embodying valuable knowledge in firms. Based on the resource-based view... Sample PDF
Influence of Knowledge Management Infrastructure on Innovative Business Processes and Market-Interrelationship Performance: An Empirical Study of Hospitals in Taiwan
Chapter 8
Suranjan Chakraborty, Saonee Sarker, Sudhanshu Rai, Suprateek Sarker, Ranganadhan Nadadhur
This research uses configuration theory and data collected from a major IT vendor organization to examine primary configurations of distributed... Sample PDF
Offshore Vendors’ Software Development Team Configurations: An Exploratory Study
Chapter 9
William Wresch, Simon Fraser
Studies summarized by the United Nations Commission on Trade and Development show that companies in developing countries face problems executing... Sample PDF
Persistent Barriers to E-commerce in Developing Countries: A Longitudinal Study of Efforts by Caribbean Companies
Chapter 10
Peijian Song, Cheng Zhang, Yunjie Xu, Ling Xue, Ke Wang, Chenghong Zhang
This paper explores the diffusion of competitive Internet technology products in the context of competition between local and multinational... Sample PDF
Asymmetric Interaction in Competitive Internet Technology Diffusion: Implications for the Competition Between Local and Multinational Online Vendors
Chapter 11
Larry Stapleton
Post-conflict developing regions are special cases of developing countries which have received little attention in information systems research.... Sample PDF
Technology Adoption in Post-Conflict Regions: EDI Adoption in Kosovo after the War
Chapter 12
Susan A. Sherer, Rajiv Kohli, Yuliang Yao, Jerold Cederlund
As multinational firms increasingly adopt collaborative technology with supply chain partners in other countries, their implementation strategies... Sample PDF
Do Cultural Differences Matter in IT Implementation?: A Multinational’s Experience with Collaborative Technology
Chapter 13
Bongsug (Kevin) Chae, J. Bruce Prince, Jeffrey Katz, Rüdiger Kabst
Information sharing has recently received considerable academic interest because of the importance knowledge management plays in the creation of... Sample PDF
An Exploratory Cross-National Study of Information Sharing and Human Resource Information Systems
Chapter 14
Shan Wang, Yili Hong, Norm Archer, Youwei Wang
This paper explores the performance of Chinese small and medium sized enterprises (SMEs) on Business-to-Business (B2B) electronic marketplaces... Sample PDF
Modeling the Success of Small and Medium Sized Online Vendors in Business to Business Electronic Marketplaces in China: A Motivation – Capability Framework
Chapter 15
Horst Treiblmaier, Sandy Chong
Individuals have to disclose personal information in order to utilize the manifold options of the Internet. Online users frequently trade data for... Sample PDF
Trust and Perceived Risk of Personal Information as Antecedents of Online Information Disclosure: Results from Three Countries
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