Impact of Evaluation Apprehension on Knowledge Sharing Intention through Attitude and Perceived Behavioural Control
Journal Title: International Journal of Academic Research in Business and Social Sciences - Year 2019, Vol 8, Issue 6
Abstract
Knowledge sharing plays a pivotal role in the success of the organizations. Customer Service Representatives (CSRs) are the gateway for the key decision makers to understand the customers and improve process and policies accordingly. CSRs are constantly monitored and evaluated while sharing knowledge with the customers. This evaluation can impact intention of CSRs to share their knowledge. The aim of the study was to investigate the impact of evaluation apprehension (EA) on knowledge sharing Intention (KSI). Based on responses of total 207 Customer Service Representatives (CSRs), working in the three mobile companies (Mobilink, Ufone, and ZONG) this study found that: evaluation apprehension is negatively linked with knowledge sharing intention i.e. higher the evaluation apprehension lowers the knowledge sharing intention; Attitude and Perceived behavioral Control plays a mediating role between evaluation apprehension and intention for sharing knowledge. This study is extremely useful for the practitioners in the telecom sector, particularly call centre managers to understand the CSRs in a better way. A satisfied and knowledgeable CSRs with the intention to share his knowledge with the customers is beneficial for both customer and the company. Using findings of this study future researchers can further research about technical aspects of CSRs working environment and role of knowledge sharing
Authors and Affiliations
Abdul Qadir, Muhammad Farooq
Keywords
Related Articles
- EP ID EP564475
- DOI 10.6007/IJARBSS/v8-i6/4274
- Views 87
- Downloads 0
Inclination of Teenagers to Become Involved in Lesbianism in Kuala Lumpur
Lesbians in Malaysia are considered a hidden population due to social stigma. Due to this, it is hard to determine this group as they are comfortable hiding behind their identity as heterosexual females. However, lately...
Moderating the Service Quality-Customer Loyalty Relation through Customer Satisfaction, Gender and Banking Status: Evidence from Mobile Money Users in University Of Cape Coast, Ghana
The study was conducted to assess the impact of service quality on customer loyalty for mobile money services among university students when the effect of customer satisfaction, gender and banking status are statisticall...
The Influence of Mobile Self-efficacy, Personal Innovativeness and Readiness towards Students’ Attitudes towards the use of Mobile Apps in Learning and Teaching
Mobile devices are commonly used among higher education students and becoming the daily culture of almost every students. Mobile apps is one of the applications used in teaching and learning via mobile devices. However,...
Abdul Halim Hasan and his Contributions in Quranic Exegesis in the Malay World
The main objectives of this paper are to expound the exegetical methodologies and contributions of Syeikh Abdul Halim Hasan (d. 1969) in enriching the corpus of Quranic exegetical works in the Malay World. In particular,...
Determining the Importance Level of Accounting Information for Investors’ Decision Making
The aim of this study was to determine the precedence order of the accounting information (factors) influencing choice of investment, to derive the relative weight of each factor and to identify differences and similarit...