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The role of trust in promoting organizational knowledge seeking using knowledge management systems: An empirical investigation

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  • Wei He
  • Yulin Fang
  • Kwok‐Kee Wei

Abstract

Knowledge Management Systems (KMS) have become increasingly popular as a knowledge‐sharing tool in contemporary corporations. Enticing employees to seek knowledge from KMS remains an important concern for researchers and practitioners. Trust has been widely recognized in many studies as an important enabling factor for seeking knowledge; however, the role of trust in promoting knowledge‐seeking behavior using KMS has not been adequately addressed. Drawing upon the extant literature on trust and information technology adoption, this article examines the relationships between the knowledge seekers' trust in the community of KMS users, their perceptions toward the system (perceived usefulness and perceived seeking efforts), and the intention to continually use the KMS. The results reveal that trust in the community of KMS users does not directly affect the employees' knowledge‐seeking continuance intention; rather, it happens indirectly through a mediated effect of perceived usefulness of the KMS. Furthermore, we find that trust seems to be a stronger determinant of perceived usefulness than of perceived seeking efforts. Our study thus demonstrates the indirect, but still crucial, role of trust in knowledge‐seeking behavior in the context of corporate KMS usage. Other findings and the implications of this study for both researchers and practitioners are correspondingly discussed.

Suggested Citation

  • Wei He & Yulin Fang & Kwok‐Kee Wei, 2009. "The role of trust in promoting organizational knowledge seeking using knowledge management systems: An empirical investigation," Journal of the American Society for Information Science and Technology, Association for Information Science & Technology, vol. 60(3), pages 526-537, March.
    • Handle: RePEc:bla:jamist:v:60:y:2009:i:3:p:526-537
    DOI: 10.1002/asi.21006
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    Cited by:

    1. Brivot, Marion & Gendron, Yves, 2011. "Beyond panopticism: On the ramifications of surveillance in a contemporary professional setting," Accounting, Organizations and Society, Elsevier, vol. 36(3), pages 135-155, April.
    2. Atif Saleem Butt, 2021. "Determinants of top-down knowledge hiding in firms: an individual-level perspective," Asian Business & Management, Palgrave Macmillan, vol. 20(2), pages 259-279, April.
    3. Sutanto, Juliana & Liu, Yi & Grigore, Mihai & Lemmik, Rivo, 2018. "Does knowledge retrieval improves work efficiency? An investigation under multiple systems use," International Journal of Information Management, Elsevier, vol. 40(C), pages 42-53.
    4. Zhao, Ling & Lu, Yaobin & Wang, Bin & Chau, Patrick Y.K. & Zhang, Long, 2012. "Cultivating the sense of belonging and motivating user participation in virtual communities: A social capital perspective," International Journal of Information Management, Elsevier, vol. 32(6), pages 574-588.
    5. Zhang, Yixiang & Fang, Yulin & Wei, Kwok-Kee & Chen, Huaping, 2010. "Exploring the role of psychological safety in promoting the intention to continue sharing knowledge in virtual communities," International Journal of Information Management, Elsevier, vol. 30(5), pages 425-436.
    6. Leonhardt, James M. & Pezzuti, Todd & Namkoong, Jae-Eun, 2020. "We’re not so different: Collectivism increases perceived homophily, trust, and seeking user-generated product information," Journal of Business Research, Elsevier, vol. 112(C), pages 160-169.

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