The effects of establishing IT service operations and knowledge management infrastructure on knowledge sharing intention


Student thesis: Master's Thesis

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  • Chi Fung SO

Related Research Unit(s)


Awarding Institution
  • Narasimha BOLLOJU (Supervisor)
Award date15 Feb 2006


Knowledge is treated as a critical resource that can influence the competitive advantages of the organization. Knowledge management is an extremely important activity in the IS industry where IS/IT professionals are often involved in knowledge-intensive work. To add value and benefit the organization, knowledge of these professionals needs to be shared among them. Knowledge sharing behavior of these professionals is determined by their intention to share, and such intention is a combination of attitudes toward knowledge sharing behavior, subjective norms regarding knowledge sharing, and perceived behavioral control over knowledge sharing. Since their intention to share knowledge is so important to the organization, this research aims at two questions: (1) What organizational factors facilitate knowledge sharing among employees? (2) How these factors affect knowledge sharing behavior of employees? Based on the review of literature, two organizational factors are identified for answering the above research questions. Information Technology Service Operations (ITSO), the first factor, attracts increasing attention since the business focus of IS/IT industry is changing from technology management to service management. It incorporates daily operational activities in managing IT service, and involves extensive knowledge sharing among employees. Knowledge Management Infrastructure (KMI), the second factor, is one of key organizational capabilities lead the organization in the direction of successful knowledge management. The establishment of KMI enables and supports knowledge sharing behavior of employee. By employing the Theory of Planned Behavior, organizational routines and activity systems, this research proposes a model for exploring the effects of establishing ITSO and KMI on employees’ intention to share knowledge. Survey research method was employed to collect data for testing the proposed model. To get an initial understanding of knowledge sharing intention of employees in ITSO context, a pilot study was conducted by gathering responses from 40 IS/IT professionals. And then, an instrument for measuring ITSO variable was developed following generally accepted instrument development guidelines. A pilot test for assessing initial reliability and validity of the instrument was performed by collecting data from 35 IS/IT experts. To test the model and hypotheses, consequently, a questionnaire which consisted of the instrument developed in this research and the scales developed in prior studies was administered to 42 working IS/IT professionals. The data were analyzed using Partial Least Squares (PLS) which is a variance based structural equation modeling technique that accesses the measurement model within the context of the structural model. The results suggest that establishing ITSO and KMI influence the knowledge sharing intention of employees, and provide support for 8 of the 9 hypotheses. This research has theoretical implications by uncovering the establishment of ITSO practice and KM infrastructure provide an enabling environment for IS/IT professionals to share their knowledge, and introducing the ITSO construct with a validated instrument for studying service management in IS/IT. Besides contributing to the research, the results of this study inform practitioners by discovering the underlying dimensions of ITSO and KMI for their promotion of knowledge sharing in the organization.

    Research areas

  • Information technology, Knowledge management