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

Research output: Contribution to journalJournal article

E-pub ahead of print
<mark>Journal publication date</mark>06/2018
<mark>Journal</mark>International Journal of Information Management
Number of pages12
Pages (from-to)42-53
<mark>State</mark>E-pub ahead of print
Early online date3/02/18
<mark>Original language</mark>English


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.

Bibliographic note

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