Factors affecting Web 2.0 adoption: exploring the knowledge sharing and knowledge seeking aspects in health care professionals

Empirical Investigation of How Social Media Usage Enhances Employee Creativity: The Role of Knowledge Management Behavior

Employee use of social media in the workplace has become a common phenomenon. Thus, how to effectively manage and utilize employee social media usage in the workplace has become a new issue. This study examines how employees' work-related and social-related social media usage at work can present different impacts upon their creativity through knowledge management behaviors. To test the research model, this study collected data from 425 employees in various industries in China and utilized a covariance-based structural equation model (CB-SEM) to test the hypotheses. The results suggested that work-related social media usage enhances employee creativity through promoting knowledge sharing and restraining knowledge manipulation. On the contrary, social-related social media usage cannot indirectly influence employee creativity through knowledge management behaviors. This study contributes to the literature on social media research by providing theoretical arguments on how employee use of social media for different purposes affects their creativity. Furthermore, this research offers the insight of the different paths of work-related and social-related social media usage that influence employee creativity rather than treating social media usage as a unitary concept and linking it simply with work results. This study also explores the role of three knowledge management behaviors in the relationship between social media usage and employee creativity.

Factors That Affect Knowledge-Sharing Behaviors in Medical Imaging Departments in Cancer Centers: Systematic Review

BACKGROUND

Knowledge management plays a significant role in health care institutions. It consists of 4 processes: knowledge creation, knowledge capture, knowledge sharing, and knowledge application. The success of health care institutions relies on effective knowledge sharing among health care professionals, so the facilitators and barriers to knowledge sharing must be identified and understood. Medical imaging departments play a key role in cancer centers. Therefore, an understanding of the factors that affect knowledge sharing in medical imaging departments should be sought to increase patient outcomes and reduce medical errors.

OBJECTIVE

The purpose of this systematic review was to identify the facilitators and barriers that affect knowledge-sharing behaviors in medical imaging departments and identify the differences between medical imaging departments in general hospitals and cancer centers.

METHODS

We performed a systematic search in PubMed Central, EBSCOhost (CINAHL), Ovid MEDLINE, Ovid Embase, Elsevier (Scopus), ProQuest, and Clarivate (Web of Science) in December 2021. Relevant articles were identified by examining the titles and abstracts. In total, 2 reviewers independently screened the full texts of relevant papers according to the inclusion and exclusion criteria. We included qualitative, quantitative, and mixed methods studies that investigated the facilitators and barriers that affect knowledge sharing. We used the Mixed Methods Appraisal Tool to assess the quality of the included articles and narrative synthesis to report the results.

RESULTS

A total of 49 articles were selected for the full in-depth analysis, and 38 (78%) studies were included in the final review, with 1 article added from other selected databases. There were 31 facilitators and 10 barriers identified that affected knowledge-sharing practices in medical imaging departments. These facilitators were divided according to their characteristics into 3 categories: individual, departmental, and technological facilitators. The barriers that hindered knowledge sharing were divided into 4 categories: financial, administrative, technological, and geographical barriers.

CONCLUSIONS

This review highlighted the factors that influenced knowledge-sharing practices in medical imaging departments in cancer centers and general hospitals. In terms of the facilitators and barriers to knowledge sharing, this study shows that these are the same in medical imaging departments, whether in general hospitals or cancer centers. Our findings can be used as guidelines for medical imaging departments to support knowledge-sharing frameworks and enhance knowledge sharing by understanding the facilitators and barriers.

Sharing health information across online platforms: A systematic review

Advanced Web 2.0 communication technologies have facilitated health-related information (HRI) sharing on the Internet. Especially, the COVID-19 pandemic and lockdowns around the world have forced more people to turn to the Internet for HRI. A better understanding of users' sharing content and sharing behavior can help communicators improve health literacy, raise community awareness, and facilitate social support exchanges. This paper reports the results of a systematic review of online HRI sharing literature, including key research topics, theories and methods used in past studies, and key factors of sharing behavior across online platforms. Following the PRISMA procedure for a systematic review, 58 articles were identified and analyzed using keyword matching, thematic analysis, and expert review. Guided by the platform theory, our findings differentiated five types of online platforms that differently influenced online users' sharing content and sharing purposes, including micro-blogs, social network sites, online health communities, social question and answer sites, and Wikis. The findings also clarify five main research topics and applicable theories used in each topic, including personal health sharing, health-related knowledge sharing, general health message diffusion, outcomes of HRI sharing, and exploratory research. Key factors of sharing behavior and potential sharing outcomes are also reviewed and summarized in the research framework developed from the motivation theory. Our study contributes to the understanding of online sharing behavior and provides implications for health communicators to develop effective health campaigns. Potential research directions are also identified and discussed.

Antecedents of knowledge-seeking intentions and efforts within new product development teams: empirical evidence from knowledge-based Chinese companies

Purpose

This study aims to examine the antecedents of knowledge-seeking intentions (SIs) and efforts within new product development (NPD) teams.

Design/methodology/approach

Data was collected from 331 employees affiliated with 29 NPD teams across 18 Chinese firms in five high-tech and knowledge-based industries via an online assessment and a survey. Hierarchical linear modelling was used to test the hypotheses using HLM and Mplus software.

Findings

The results of this study show that intrinsic task motivation (IM) and personal task experience (TE) positively relate to SIs, whereas leadership support (LS) and shared culture (SC) negatively relate to knowledge-seeking efforts (SEs). SIs partially mediate the relationship between IM and SEs, while they fully mediate the relationship between TE and SEs. Additionally, customer orientation (CO) positively moderates the relationship between SIs and SEs.

Research limitations/implications

Data collection was completed online by relying on an existing version of the Abedi Creativity Test. The samples involve 18 companies in a High-Tech Development Zone in China, which indicates limited generalizability.

Practical implications

Effective NPD depends on successful marketing–R&D integration and knowledge exchange within the NPD team. Besides, organizations need to find ways to stimulate NPD team members’ IM and also through various ways to inspire more efforts from team members under the condition of supportive leadership and culture.

Originality/value

This study contributes to the knowledge management and marketing literature on NPD teamwork by examining knowledge-seeking phenomena from the perspective of the internal knowledge market and contributes to knowledge-seeking research by revealing the antecedents of SIs and SEs at both the individual and organizational level.

Why do users continually seek knowledge in online Q&A communities? An empirical investigation

Purpose

Online Q&A communities have been widely highlighted as an important knowledge exchange market. Although motivations for users’ initial knowledge-seeking behavior have been widely investigated, the factors that affect online Q&A users’ continued knowledge-seeking behavior are still vague. This study aims to investigate the factors that affect users continuously seeking knowledge from online social Q&A communities.

Design/methodology/approach

Based on social information processing theory, social capital theory, social exchange theory and social cognitive theory, this study used a negative binomial regression model to explore what would affect people’s continued knowledge-seeking behavior. Empirical data was collected from a popular Chinese online social Q&A community.

Findings

The results indicate that while previous knowledge sharing behavior, peer responses for previous seeking behavior, identity-based trust have a positive impact on knowledge-seeking behaviors, social exposure has a negative impact. In addition, self-presentation negatively moderates the relationship between social exposure and knowledge-seeking behavior.

Originality/value

This study contributed to the theoretical basis for knowledge-seeking behavior in online Q&A communities. The research findings can be used to derive guidelines for the development and operation of online social Q&A communities.

Impact of organizational learning culture on organizational effectiveness: a serial mediation analysis with knowledge sharing and employee competencies

Purpose

The main purpose of this study is to investigate the effect of learning culture and knowledge sharing (KS) on organizational effectiveness (OE). This study also proposed to investigate the role of employee competency in organizational success.

Design/methodology/approach

This study is based on the primary and secondary sources of data. The primary data comprises 392 responses from different information technology firms located in India, whereas secondary sources are based on journals, reports, company manuals, etc. The data was analyzed in partial least square-structural equation modeling using SMART-PLS 3.3 software.

Findings

This study confirms the conceptual model with the collected data. The key contributors to the model are organizational learning culture (OLC), KS, employee competencies (EC) and OE. The OLC and KS are the independent variables, and OE is the dependent variable, whereas the EC is the mediating variable in the research model. The findings reveal that there is a significant OLC on KS, EC and OE. Likewise, the relationship between KS and OE is also significant. The mediation analysis confirms the EC is significant for the relationships. However, the mediating effects of KS on the relationship between OLC and EC are not significant in this research.

Practical implications

An effective learning culture that leads to an increase in KS activities eventually enhances EC and promotes OE. It indicates that strengthening the learning culture will result in the promotion of knowledge sharing, and it is obvious that the employees’ competencies will increase when the employee is skilled and knowledgeable.

Originality/value

With references to different theories, this study provides an integrated model that shows the relationships between OLC, KS, EC and OE. By strengthening the OLC and KS, this relationship is benevolent to the success of the organization. The created framework paves the way for scholars to further explore insights from inside each component.

Revisiting Knowledge Management System Use

Knowledge Management Systems (KMS) are adopted with the aim of facilitating knowledge flow within the organization. However, it is seen that member participation on these platforms is limited. The objective of this work is to identify aspects that influence intention to seek knowledge on KMS. Antecedents to knowledge seeking behaviour were identified through a morphological review of literature. A conceptual model was proposed based on the Decomposed Theory of Planned Behaviour. Structural Equation Modelling was used to assess the adequacy of the model. Results show that seeking happens when the individual has an intrinsic motivation to learn and when the quality of knowledge available on KMS is perceived as having high content value. Interestingly, we find that top management has no bearing on one’s intention to seek. Findings reveal that HR activities need to identify people management practices, such as hiring people with a curious disposition and promoting seeking as a positive behaviour. KM practices need to focus on stimulating curiosity and learning amongst members.

Preventing organizational knowledge leakage: the influence of knowledge seekers’ awareness, motivation and capability

Purpose

This study aims to investigate how a knowledge-seeking organization’s awareness of valuable knowledge, and the motivation and capability to acquire the knowledge, influence attempts to acquire the knowledge. This study also aims to identify how knowledge-possessing organizations recognize the possibility of and craft strategies to prevent this knowledge leakage.

Design/methodology/approach

A process model is created and an empirical examination is performed to help knowledge-possessing organizations understand and identify situations where potential knowledge-seeking organizations will attempt to acquire valuable knowledge.

Findings

Knowledge-seeking organizations must be aware of valuable knowledge, and have the motivation and capability to acquire it in order to attempt to acquire the knowledge. Accordingly, knowledge-possessing organizations can inhibit awareness, motivation and capability of potential knowledge-seeking organizations to stave off and degrade knowledge acquisition attempts.

Research limitations/implications

Employment of the awareness, motivation and capability framework provides a comprehensive approach for researchers to hypothesize and empirically examine the factors most relevant to knowledge leakage. This approach expands the literature on absorptive capacity by increasing emphasis on awareness and motivation with regard to knowledge acquisition.

Practical implications

Employment of the awareness, motivation and capability framework provides managers with the means to comprehensively assess the likelihood that other organizations will attempt to acquire their knowledge. It also helps managers determine efficient and effective ways to inhibit knowledge leakage.

Originality/value

The authors pioneer the application of the awareness, motivation and capability framework to knowledge leakage. The authors subsequently propose a process model and empirically examine the relationships pertaining to knowledge leakage and its prevention.

Leveraging knowledge sharing and innovation culture into SMEs sustainable competitive advantage

Purpose

This study aimed to examine and explain the role of knowledge sharing in shaping innovation culture to improve business performance and build sustainable competitive advantage. Most empirical research tended to be conducted in large companies, and there are limited studies on this topic in the SME sector. Thus, the study needs to re-examine whether the theories developed to understand large companies apply to SMEs.

Design/methodology/approach

This quantitative study involved 259 respondents from a 59 sampling frame consisting of three levels of management of export SMEs in the Bali province of Indonesia. The questionnaire used to gather the data used a semantic differential scale, and the data were analyzed using SmartPLS software.

Findings

The results showed that knowledge sharing significantly influenced innovation culture, business performance and sustainable competitive advantage. Theoretically, this research provides insight into the body of knowledge in innovation culture and business performance as a mediator variable.

Research limitations/implications

Cross-sectional design limits the authors from drawing definitive generalizations, and self-reported measures used in the study increase the chances of bias.

Practical implications

The study's findings could motivate managers and practitioners to place emphasis on knowledge sharing and innovation culture in the SME sector.

Originality/value

The role of knowledge sharing has been focused on large companies in several countries. However, research examining the role of knowledge sharing in building an innovation culture is still rare in the SME sector, particularly in Indonesian SMEs. Therefore, research on this topic is needed because Indonesia has not only a different culture but also different business practices.

Team learning in interdisciplinary research teams: antecedents and consequences

Purpose

Team learning is critical to interdisciplinary research teams (IDR teams) to use heterogeneous knowledge effectively. Nevertheless, team learning is rarely addressed in the IDR team literature. Also, few studies investigate the antecedents and consequences of team learning in IDR teams, leading to a lack of guidance for management practices. This study aims to investigate how team learning can be developed and how team learning influences team outcomes in IDR teams.

Design/methodology/approach

A questionnaire survey on 304 members of 37 IDR teams in a research university in China is conducted. Data are analyzed using a partial least square structural equation modeling.

Findings

The results support most hypotheses in general. For the antecedent variables, task interdependence, trust and constructive conflict positively affect team learning. For the outcome variables, team learning improves shared mental models, coordination quality and team performance significantly. Additionally, task uncertainty positively moderates the team learning-coordination quality relation and team learning-team performance relation. However, this paper does not find support for the moderating role of task uncertainty on the team learning-shared mental models relation.

Originality/value

To the best of the knowledge, this is the first study investigating the antecedents and consequences of team learning in IDR teams. A multidimensional measurement of team learning for the IDR team context is developed. This study investigates how team behavioral factors influence team learning and the effect of team learning on shared mental models, coordination quality and team performance. This study also explores the contingency role of task uncertainty in the effects of team learning.

An empirical investigation of precursors influencing social media health information behaviors and personal healthcare habits during coronavirus (COVID-19) pandemic

Purpose

Drawing upon the communicative ecology theory (CET), this study aims to identify the potential precursors of social media health information seeking intentions (ISI) and examine their effects on health information re-sharing behaviors and PHH during coronavirus (COVID-19) pandemic.

Design/methodology/approach

The data is collected through an online survey conducted in two different universities situated in highly COVID-19-affected cities – Wuhan and Zhengzhou, China. The valid data consists of 230 useful responses from WeChat users and to analyze the final data set structural equation modeling (SEM) is used.

Findings

The results indicate that perceived health information credibility (PIC), trust on the medium (TRM) and peer influence (PI) significantly affect health ISI which further affects health information re-sharing behaviors (IRB) and personal health-care habits (PHH). Besides, the results also identify that PI has a direct, positive and significant effect on health IRB via social media during the COVID-19 pandemic.

Research limitations/implications

This study investigates the health information intentional behavior precursors and their consequences via WeChat (taken as social media platform) during COVID-19 pandemic. Future studies may conduct research by examining online information behaviors on other social media platforms – Twitter, WhatsApp, Facebook, etc. – in health emergency situations.

Practical implications

The health information producers and providers have to deal with communicative ecology sentiments elegantly in emergency situations such as during the COVID-19 pandemic. They need to do collective efforts by introducing new tools or social apps which deal with valuable, reliable and accurate health content and information generated by the pandemic experts and health professionals. In such a way, the social apps and tools (Information providers) will act as mediators between the health professionals (Information producers) and general social media users (information seekers). Such initiatives will ultimately bring forth positive effect on individuals’ PHH as a whole within a network, community, environment or nations during a health emergency – COVID-19 pandemic.

Originality/value

This research is one of the first studies to examine the potential precursors of social media health ISIs and their resultant effects on individual’s health IRB and PHH during the COVID-19 pandemic. As currently it is noticed, an incredible upsurge of health information via social media has intense impacts on personal health-care research and practice, particularly during health emergency situations such as COVID-19 pandemic conditions.

Information communication technology, knowledge management, job and customer satisfaction: a study of healthcare workers in Lebanon

Purpose

The paper aims to identify, analyze and discuss the links between information and communications technology (ICT) and knowledge management (KM), on the one hand, and job satisfaction (JS) and customer satisfaction (CSAT), on the other hand, in hospitals in Lebanon.

Design/methodology/approach

A mixed-methods approach has been adopted that utilizes both quantitative and qualitative primary data, along with supportive and peripheral secondary ones. Specifically, a survey measuring variables was conducted among health-care professionals, with whom interviews were also conducted for greater depth and to refine the findings and relationships under study.

Findings

The results of the quantitative study find no statistically significant relationships between the variables. The qualitative study suggests that this is likely because of the subjectivity of the evaluations and/or their mutual canceling. This is further partly explained not only through technical/functional deficiencies of the system but also through the impact of implicit and peripheral forces, adjacent to contextual aspects.

Originality/value

The research adds significant and focused knowledge on the subject of the linkage of ICT and KM with JS and CSAT, in the context of emerging economies.

Exploration of factors affecting the use of Web 2.0 for knowledge sharing among healthcare professionals: an Indian perspective

Purpose

This study aims to explore knowledge sharing (KS) attitudes and intention of healthcare professionals in India through the use of information and communication technology platforms such as Web 2.0. The research specifically focuses on individual motivators such as the face, reputation and reciprocity, which, to an extent, are influenced by indigenous culture.

Design/methodology/approach

The study uses a cross-sectional survey design to collect data. A sample of 207 was obtained from professionals working in healthcare in India. The data were analyzed using the partial least square-structural equation modeling.

Findings

The results confirmed that attitude toward KS leads to the intention to share knowledge. Attitude toward KS using Web 2.0 was found to be positively related to self-efficacy and reciprocity. Furthermore, face and reputation were found to moderate the relationship between attitude and intention to share knowledge while the moderating effect of rewards was found to be insignificant.

Research limitations/implications

This study was limited to healthcare professionals in India. Knowledge workers in other industries can be considered for further studies.

Practical implications

This study provides useful insights into KS practices using Web 2.0 among knowledge workers. Particularly it emphasizes the individual motivators, which can be manipulated by Web 2.0 designers to nurture a positive attitude toward KS and to encourage user’s participation.

Originality/value

The study investigates, using an integrated theoretical framework, how certain factors act as a motivator or a barrier for sharing knowledge using Web 2.0. in the specific cultural context of healthcare professionals in India.

Knowledge creation practices at organizational boundaries: the role of ICT in sickle-cell care for tribal communities

Purpose

This paper aims to examine the role of information and communication technology (ICT) in the knowledge creation practices adopted by a health care organization. The organization is delivering care to patients of a genetic disorder, called the sickle cell, in tribal communities. The paper identifies how ICT intermediates knowledge creation practices across the organizational boundaries wherein tribal patients, front-line counselors and expert physicians interact, which then produces context-specific, evidence-based medicine (EBM).

Design/methodology/approach

The knowledge-in-practice approach is adopted to conduct an ethnographic study of sickle cell care practices in a non-profit health care organization in Western India. The analysis focuses on ICT-mediated interactional practices among the physicians, front-line counselors, tribal patients and their families, for more than a year-long observation. These are supplemented with informal and formal interviews, archival records and vignettes based on several episodes to explicate the key knowledge creation practices.

Findings

Technology-mediated informative interactions at organizational boundaries can bridge socio-linguistic and interpretive barriers between actors, while also providing a generative structure that leads to the creation of longitudinal clinical evidence about a rare genetic disorder. Three specific ICT-entwined knowledge creation practices emerge, namely, knowing the community, increasing interactional engagement and constructing gradients of socio-clinical history. These practices generate organization-wide knowledge about the social and clinical dimensions of the genetic disorder. The findings are presented through vignettes and a novel conceptual framework.

Research limitations/implications

This study identifies various useful knowledge creation practices in health care delivery for resource-constrained emerging economy contexts. Further, the study suggests that the involvement of local front-line actors and ICT can become important resources in the delivery of health care in these settings.

Originality/value

A novel framework is developed which demonstrates knowledge creation at organizational boundaries wherein the actors use ICT-based practices for effective delivery of health care. The proposed framework may be used by health care organizations in similar contexts providing care to marginalized communities.

Mobile technology to give a resource-based knowledge management advantage to community health nurses in an emerging economies context

Purpose

Knowledge is a key success factor in achieving competitive advantage. The purpose of this paper is to examine how mobile health technology facilitates knowledge management (KM) practices to enhance a public health service in an emerging economies context. Specifically, the acceptance of a knowledge-resource application by community health workers (CHWs) to deliver breast cancer health care in India, where resources are depleted, is explored.

Design/methodology/approach

Fieldwork activity conducted 20 semi-structured interviews with frontline CHWs, which were analysed using an interpretive inductive approach.

Findings

The application generates knowledge as a resource that signals quality health care and yields a positive reputation for the public health service. The CHW’s acceptance of technology enables knowledge generation and knowledge capture. The design facilitates knowledge codification and knowledge transfer of breast cancer information to standardise quality patient care.

Practical implications

KM insights are provided for the implementation of mobile health technology for frontline health-care professionals in an emerging economies context. The knowledge-resource application can deliver breast cancer care, in localised areas with the potential for wider contexts. The outcomes are valuable for policymakers, health service managers and KM practitioners in an emerging economies context.

Social implications

The legacy of the mobile heath technology is the normalisation of breast cancer discourse and the technical up-skilling of CHWs.

Originality/value

First, this paper contributes three propositions to KM scholarship, in a public health care, emerging economies context. Second, via an interdisciplinary theoretical lens (signalling theory and technology acceptance model), this paper offers a novel conceptualisation to illustrate how a knowledge-resource application can shape an organisation’s KM to form a resource-based competitive advantage.

A simplified approach to understanding customer support and help during self-service encounters

Purpose

In the absence of direct employee involvement, customers sharing knowledge and know-how with other customers during self-service encounters is key for promoting service quality. This study assessed the extent to which customer support and help during self-service encounters could simply be explained by multiple motivations of the social exchange theory.

Design/methodology/approach

A survey approach was followed. The model was tested among 258 electronic banking customers in South Africa and later cross-validated among 253 electronic banking customers in Australia. Multi-group confirmatory factor analysis with country as the grouping variable, latent variable modelling and indirect tests were performed to assess interrelationships among diverse factors that may contribute to customer support and help during self-service encounters, as accounted for by motivations of the social exchange theory.

Findings

Adequate model fit was obtained for the combined structural model, which was based on the invariant model. Value contribution and competence affirmation, pleasure derived from helping, reciprocity and reputation enhancement are relevant motivations of the social exchange theory that may impact customer support and help through knowledge sharing.

Research implications

The study provides a simplified and more cohesive explanation of customers' motivations for engaging in customer support and helping behaviours during self-service encounters.

Practical implications

Service providers seeking guidance on knowledge sharing among customers, which may lead to greater service quality, should benefit from this research.

Originality/value

The findings contribute to greater understanding of social exchanges by customers who provide support and help to other customers during self-service encounters, and that ultimately may affect service quality.

Why do people seek knowledge? Tracing factors that affect knowledge seeking intention

Purpose

The purpose of this study is to understand factors that motivate an individual to seek knowledge on knowledge management systems. Specifically, the work seeks to clarify the impact of organizational practices on an individual’s intention to seek knowledge. The overarching theme is to broaden the current understanding of factors that impact individual knowledge seeking behavior and narrow down factors for which interventions can be developed.

Design/methodology/approach

In-depth interviews were conducted with the members of knowledge management (KM), human resources (HR) and learning and development teams of Robert Bosch Engineering and Business Solutions Private Limited (RBEI) to understand knowledge behaviors of employees. Subsequent to an exploratory analysis, the survey methodology was used to collect data from members of RBEI. A proposed theoretical model was then validated using partial least squares.

Findings

Empirical findings suggest that to motivate participation, organizational KM practices need to be geared towards promoting curiosity and engaging learners. Results indicate that overt recognition of knowledge seeking behaviors by HR could be counterproductive.

Research limitations/implications

This study was limited to an MNC engineering organization in one geographic location; one must be cautious when generalizing these results. Replicating this study in multiple organizations will help mitigate this limitation.

Originality/value

Little is known on the effect of KM and HR practices on knowledge seeking behaviors. This work addresses this gap and presents a comprehensive model.

A public goods model of outcomes from online knowledge sharing mediated by mental model processing

Purpose

This study aims to take a public goods approach to understand relationships between collecting and contributing knowledge to an online knowledge sharing portal (KSP), mental model processing and outcomes at the individual and collective levels.

Design/methodology/approach

This study reports on a survey (N = 602) among tax professionals, examining the perceived individual and collective benefits and costs associated with collecting and contributing knowledge. Hypotheses were tested using structural equation modeling.

Findings

Collecting and contributing knowledge led to considerable mental model processing of the knowledge. That in turn significantly influenced (primarily) individual and (some) collective costs and benefits. Results varied by the kinds of knowledge sharing. Whether directly from knowledge sharing, or mediated through mental modeling, the perceived costs and benefits may be internalized as an individual good rather than being interpreted at the collective level as a public good.

Research limitations/implications

The study is situated in the early stages of a wiki-type online KSP. A focus on the learning potential of the system could serve to draw in new users and contributors, heightening perceptions of the public goods dimension of a KSP.

Practical implications

A focus on the learning potential of the system could serve to draw in new users, and thus the number of subsequent contributors, heightening perceptions of the collective, public goods dimension of a KSP.

Originality/value

This study explores how knowledge sharing and mental model processing are directly and indirectly associated with individual and collective costs and benefits. As online knowledge sharing is both an individual and public good, costs and benefits must be considered from both perspectives.