Improving Knowledge-Sharing Intentions: A Study in Indonesian Service Industries

David Afandy, Agus Gunawan, Jol Stoffers, Yoke Pribadi Kornarius and Angela Caroline
Additional contact information
David Afandy: Department of Business Administration, Parahyangan Catholic University, Bandung 40141, Indonesia
Agus Gunawan: Department of Business Administration, Parahyangan Catholic University, Bandung 40141, Indonesia
Jol Stoffers: NEIMED, Socio-Economic Knowledge Institute, 6419 AT Heerlen, The Netherlands
Yoke Pribadi Kornarius: Department of Business Administration, Parahyangan Catholic University, Bandung 40141, Indonesia
Angela Caroline: Department of Business Administration, Parahyangan Catholic University, Bandung 40141, Indonesia

Sustainability, 2022, vol. 14, issue 14, 1-11

Abstract: Managers of service firms should improve the knowledge-sharing intentions among employees to obtain knowledge stored in them and use it to provide better services to customers. Across types of organizations, especially professional bureaucracies and operating adhocracies, one question is whether service firms can use the same information technology infrastructure strategy to improve workers’ knowledge-sharing intentions. To address this question, 347 respondents working in service industries participated in this study, and focus group discussions were conducted among representatives of those firms to produce better interpretations of statistical results. Findings suggest a weak but significant relationship between information technology infrastructure and knowledge-sharing intentions. While entering a new normal period after the COVID-19 pandemic, effective information technology infrastructures appear to represent a natural and ordinary facility. Despite operating in disparate organization types, managers in both professional bureaucracies and operating adhocracies should build trust and relationships with workers to increase knowledge-sharing intentions.

Keywords: knowledge-sharing intentions; information technology infrastructure; professional bureaucracy; operating adhocracy; service industry (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

Downloads: (external link)
https://www.mdpi.com/2071-1050/14/14/8305/pdf (application/pdf)
https://www.mdpi.com/2071-1050/14/14/8305/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:14:y:2022:i:14:p:8305-:d:857434

Access Statistics for this article

Sustainability is currently edited by Ms. Alexandra Wu

More articles in Sustainability from MDPI
Bibliographic data for series maintained by MDPI Indexing Manager ().