Enhancing Public Service Delivery Through Knowledge Sharing Behavior: An Investigation in Ho Chi Minh City, Vietnam

Mai Ngoc Khuong, Quang-Thang Le and Thu-Hang Le

SAGE Open, 2025, vol. 15, issue 3, 21582440251367838

Abstract: Given the importance of knowledge in attaining competitive advantages, public organizations must now grasp how to leverage knowledge sharing to improve service functions. This study presents an integrated model based on Planned Behavior theory and Expectancy-value theory to identify the key factors influencing knowledge-sharing behavior and their effects on public service delivery. The research model was analyzed using PLS-SEM based on a survey of 300 public servants across various levels of government in Ho Chi Minh City. Self-efficacy and social interaction affect public service delivery, whereas self-enjoyment, self-efficacy, reciprocity, and trust affect knowledge sharing behavior. The data reveal that knowledge sharing behavior promotes public service delivery and mediates the relationships between self-efficacy, reciprocity, trust, and service delivery. Despite not collecting longitudinal data or fully characterizing the nature of knowledge sharing, the study provides valuable insights into how public managers can encourage employees to engage in knowledge sharing to enhance service delivery.

Keywords: public service delivery; knowledge sharing behavior; planned behavior theory; expectancy-value theory (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:sae:sagope:v:15:y:2025:i:3:p:21582440251367838

DOI: 10.1177/21582440251367838

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