Would You Share? Examining How Knowledge Type and Communication Channel Influence Knowledge Sharing

Due to recent advances in computer-mediated communication technologies, individuals are able to communicate through a variety of channels to exchange knowledge. This paper extends prior research to include a comparison of knowledge exchange through face-to-face and computer-mediated communication environments (e-mail, electronic community, and electronic knowledge repository) for different knowledge types (computer program and expertise). Using social exchange theory, hypotheses are proposed based on the degree of an individual’s expectations of reciprocity and how this influences an individual’s knowledge sharing decision. Using vignettes adapted from prior empirical research, this study determines whether individuals adjust their knowledge sharing behaviors based on the different types of knowledge and the communication channel used. Results suggest that electronic knowledge repository and face-to-face are the preferred environments for sharing expertise and electronic knowledge repositories are preferred for sharing a computer program

Trust and reciprocity effect on electronic word-of-mouth in online review communities

Purpose Social media developments in the last decade have led to the emergence of a new form of word of mouth (WOM) in the digital environment. Electronic word-of-mouth (eWOM) is considered by many scholars and practitioners to be the most influential informal communication mechanism between businesses and potential and actual consumers. The purpose of this paper is to extend knowledge about WOM in this new context by proposing a conceptual framework that enables a better understanding of how trust and reciprocity influence eWOM participation in ORCs. Design/methodology/approach This study applies non-probability convenience sampling technique to conduct a quantitative study of data from an online survey of 189 members of ORCs. Partial least squares (PLS) is used to analyse the correlations between individuals’ intention to seek opinion, to give their own opinion and to pass on the opinion of another within ORCs. Findings The data analysis reveals that opinion seeking within ORCs had a direct effect on opinion giving and opinion passing. Ability trust and integrity trust had a positive effect on opinion seeking, while benevolence trust had a direct positive effect on opinion passing. Reciprocity had a direct impact on opinion passing. While reciprocity did not affect opinion giving, the relationship between these two concepts was mediated by integrity trust. Research limitations/implications By studying the complexities that characterise the relationships between reciprocity, trust and eWOM, the study extends understanding of eWOM in ORCs. Originality/value To the best of the authors’ knowledge, this is one of only a few papers that have examined the complex interrelationships between reciprocity, trust and eWOM in the context of ORCs

An Architectural Approach to Managing Knowledge Stocks and Flows: Implications for Reinventing the HR Function

Sustainable competitive advantage is increasingly dependent upon a firm’s ability to manage both its knowledge stocks and flows. We examine how different employees’ knowledge stocks are managed within a firm and how—through their recombination and renewal—those stocks can create sustainable competitive advantage. To do this, we first establish an architectural framework for managing human resources and review how the framework provides a foundation for studying alternative employment arrangements used by firms in allocating knowledge stocks. Next, we extend the architecture by examining how knowledge stocks (human capital) can be both recombined and renewed through cooperative and entrepreneurial archetypes. We then position two HR configurations to focus on facilitating these two archetypes. By identifying and managing different forms of social capital across employee groups within the architecture, HR practices can facilitate the flow of knowledge within the firm, which ultimately leads to sustainable competitive advantage

Trust, Reciprocity, and Guanxi in China: An Experimental Investigation

We examine the influence of social distance on levels of trust and reciprocity in China. Social distance, reflected in the indigenous concept of guanxi, is of central importance to Chinese culture. In Study 1, some participants participated in two financially salient trust games to measure behavior, one with an anonymous classmate and the other with an anonymous, demographically identical nonclassmate. Other participants, drawn from the same population, completed hypothetical surveys to gauge both hypothetical behavior and expectations of others. Social distance effects on actual and hypothetical behavior were statistically consistent. The results together corroborated the hypothesized negative relationship between trust and social distance. However, reciprocity was not responsive to social distance. Study 2 found that affect-based trust, but not cognition-based trust, played a mediating role in the relationship between social distance and interpersonal trust in a hypothetical scenario. We conclude that close guanxi ties in China engender affect-based trust, which is extended to shouren classmates. This is true despite the fact that no more cognition-based trust is placed nor reciprocity received or expected from classmates compared to demographically identical shengren nonclassmates.Experiment; Affect-based Trust; China; Guanxi; Reciprocity; Trust; Social Distance

Whatever It Takes: How and When Supervisor Bottom-Line Mentality Motivates Employee Contributions in the Workplace

Given that many organizations are competitive and finance centered, organizational leaders may lead with a primary focus on bottom-line attainment, such that they are perceived by their subordinates as having a bottom-line mentality (BLM) that entails pursuing bottom-line outcomes above all else. Yet, the field is limited in understanding why such a leadership approach affects employees’ positive and negative contributions in the workplace. Drawing on social exchange theory, we theorize that supervisors high in BLM can influence employees’ felt obligation toward the bottom line, which in turn can influence employees’ task performance and unethical pro-organizational behavior (UPB). We also examine employee ambition as a moderator of this process. Using three-wave, multisource data collected from the financial services industry, our results revealed that high-BLM supervisors elevate employee task performance as well as UPB by motivating employees’ felt obligation toward the bottom line. Furthermore, we found that employee ambition served as a first-stage moderator, such that the mediated relationships were stronger when employee ambition was high as opposed to low. Our findings break away from the dominant dysfunctional view of BLM and provide a more balanced view of this mentality

What Makes Employees Stay? Examining Social Exchange Relationships, Organizational Commitment, and Intent to Leave Among Casino Employees

Turnover in the hospitality industry is higher than any other industry. In order for organizations to ensure their competitive advantage, they must continually facilitate ways to improve social exchange relationships, increase organizational commitment, and reduce intent to leave. Implementation of strategic HRD initiatives aimed at encouraging the development of leader-member exchange, team member exchange, and coworker exchange are important to increasing organizational commitment and reducing intent to leave. The purpose is to identify if a specific type of Social Exchange influences organizational commitment and intent to leave above others. Results of this non-experimental study indicated that leader-member exchange, team member exchange, and coworker exchange have a significant and positive influence on organizational commitment. Coworker exchange is shown to influence organizational commitment more than any other type of Exchange. Leader-member exchange, team member exchange, and organizational commitment predicts intent to leave. Finally, team member exchange and coworker exchange must use organizational commitment as an intervening variable to reduce employee intent to leave. As a result, all social exchange relationships in this study possess the ability to influence organizational commitment. Organizations should consider a holistic view by developing many types of social exchange relationships to positively influence and predict organizational commitment and intent to leave in a casino resort environment. The benefits of facilitating social exchange to affect levels of organizational commitment contribute not only to reduced desires of intent to leave, but also to other Human Capital attributes that improve overall team member performance and productivity through strategic human resources development programs

The Link Between Relationship Orientations and Friendship Quality: The Mediating Roles of Social Goals and Resolution Strategies

During adolescence, friendships become increasingly important to overall well-being, yet it is common for individuals to experience frequent conflicts with their friends. Theories relating to social cognition offer a framework to examine how adolescents think about expectations for reciprocity as well as goals and strategies in response to hypothetical conflicts (and how these social cognitions are associated with friendship quality). Participants included 198 adolescents from 6th, 7th, and 8th grades from two racially diverse schools in a southern state. All participants had parental consent and provided verbal assent. They provided nominations of two same-sex best friends in their grade who attended their school and rated their perceptions of four dimensions of positive friendship quality for each. Participants also completed an exchange and a communal orientation scale (revised from adult versions) responding with reference to each of their nominated friends. Finally, participants read four hypothetical conflicts and were asked to imagine that they and their nominated friend were described. They rated the likelihood that they would choose each of a set of specific social goals and strategies in resolving conflict. Hierarchical linear regressions examined whether adolescents' exchange and communal orientations predicted their perceptions of positive friendship quality. Moderated-mediation analyses examined whether individual differences in social goals and resolution strategies mediated the associations between exchange and communal orientations and positive friendship quality (and also gender differences). Exchange and communal orientations had different associations with friendship quality. Choice of social goals appears to be one process through which relationship orientations are associated with friendship quality. Exchange orientation was not significantly associated with positive friendship quality. However, mediation models revealed that adolescents with higher expectations for tit-for-tat exchanges were more likely to endorse revenge goals which in turn were associated with lower friendship quality. In contrast, communal orientations were positively and significantly associated with overall rated friendship quality, suggesting the importance of reciprocity in meeting the needs of others. Finally, gender differences suggest that relationship orientations partially explain why adolescent males and females have qualitatively different friendships, and managed conflict differently. Limitations, implications, and future directions for analyses and research are discusse

Psychological contract and knowledge management mediated by cultural dynamics

Contact centres are the vital link in the value chain between the organisation and its customers because they offer essential front line sales and services of products. Evaluation of their success can be assessed in terms of customer retention, up selling and the promotion of the brand. This is brought into sharp focus if the centre is outsourced because of the impact of the strategic behaviour of the principal and its relation with its agents. The association of employees with the brand in outsourced operation is not as effective as in captive operations partly because communications from principal to agent are attenuated. Emotional connectivity, diagnostic skill set, requirement gathering, and knowledge are some of the most sensitive qualities required in agents working in the contact centres. These characteristics are found to differ according to whether this is in-house or outsourced operation and affect the psychological contract between the service provider and its employees. In addition, the employees are unlikely to achieve any rewards and are unable to offer any commitments to the customer in an outsourced operation; hence the “psychological contract” is breached. One of the consequences of this breach is on knowledge management. The knowledge of an employee regarding the products and services is lost with that employee’s attrition. Also employees’ then have little interest towards customer service and organizational welfare, which impacts on the customer centric goals of the principal. We argue that the psychological contract between employer and an employee and has positive influence on Knowledge Diffusion, mediated by cultural dynamics, which further contributes to the overall organizational effectiveness. This paper aims to investigate, as a pilot study, the elements of organisational culture and secondly its role in the diffusion of knowledge in contact centres, in-house and outsourced. We demonstrate how by deploying a blend of qualitative methods, it is possible to perceive the effect of each element of the cultural web on diffusion. Finally we propose a hypothesis of the role that Power Distance (Hofstede, 1980) can play, as a proxy for the Psychological Contract to leverage knowledge diffusion