Measuring the success of ICT based knowledge transfer: a preliminary study, managing worldwide operations and communications with information technology

Knowledge transfer has received increasing attention in recent years. This is evident from many knowledge transfer initiatives and projects reported in the literature. However, how to measure the success of knowledge transfer projects still remains as a challenge because knowledge transfer is a very complex process. This paper focuses on knowledge transfer facilitated by Information and Communication Technologies (ICT). It attempts to develop a conceptual model for identifying the causal factors affecting the success of ICT based knowledge transfer. Drawing from relevant literature it also proposes a set of associated measures for each dimension in the model. The success model of ICT-KT is based on a modification of a Delong & Mclean information system success model. Six dimensions in the model are developed, including Knowledge quality, System quality, Service quality (with sub-dimensions of E-service quality and Extension quality), Use, User satisfaction and Net benefits. Preliminary measures associated with each dimension are discussed and directions for future research identified.

[1]  Jeffrey Cummings,et al.  Transferring R&D Knowledge : the Key Factors Affecting Knowledge Transfer Success , 2003 .

[2]  Ming-Tien Tsai,et al.  An Empirical Study of the Knowledge Transfer Methods Used by Clinical Instructors , 2005 .

[3]  Bernard L. Simonin.  Ambiguity and the process of knowledge transfer in strategic alliances , 1999 .

[4]  Dorothy E. Leidner,et al.  An Empirical Examination of the Influence of Organizational Culture on Knowledge Management Practices , 2005, J. Manag. Inf. Syst..

[5]  A. Parasuraman,et al.  Service quality delivery through web sites: A critical review of extant knowledge , 2002, Journal of the Academy of Marketing Science.

[6]  Aimée A. Kane,et al.  Knowledge transfer between groups via personnel rotation: Effects of social identity and knowledge quality , 2005 .

[7]  Milford B. Green,et al.  Corporate knowledge transfer via interlocking directorates: a network analysis approach , 2004 .

[8]  Richard O. Mason,et al.  Measuring information output: A communication systems approach , 1978, Inf. Manag..

[9]  Ephraim R. McLean,et al.  Information Systems Success: The Quest for the Dependent Variable , 1992, Inf. Syst. Res..

[10]  I. Nonaka.  A Dynamic Theory of Organizational Knowledge Creation , 1994 .

[11]  Chittaranjan Ray,et al.  From ideas to market applications: dynamics of knowledge transfer and the role of champions , 2001 .

[12]  William J. Kettinger,et al.  Zones of Tolerance: Alternative Scales for Measuring Information Systems Service Quality , 2005, MIS Q..

[13]  Gilbert A. Churchill.  A Paradigm for Developing Better Measures of Marketing Constructs , 1979 .

[14]  Clyde W. Holsapple,et al.  Defining, Assessing, and Promoting E‐Learning Success: An Information Systems Perspective* , 2006 .

[15]  Vesa Peltokorpi,et al.  Objectivity and subjectivity in knowledge management: a review of 20 top articles , 2006 .

[16]  L. Argote,et al.  KNOWLEDGE TRANSFER: A BASIS FOR COMPETITIVE ADVANTAGE IN FIRMS , 2000 .

[17]  Gabriel Szulanski.  The Process of Knowledge Transfer: A Diachronic Analysis of Stickiness , 2000 .

[18]  V. Zeithaml,et al.  E-S-QUAL A Multiple-Item Scale for Assessing Electronic Service Quality , 2004 .

[19]  Ephraim R. McLean,et al.  The DeLone and McLean Model of Information Systems Success: A Ten-Year Update , 2003, J. Manag. Inf. Syst..

[20]  H. D. Thomas,et al.  SUCCESSFUL KNOWLEDGE MANAGEMENT PROJECTS , 1998 .

[21]  A. Parasuraman,et al.  A Conceptual Model of Service Quality and Its Implications for Future Research , 1985 .

[22]  William R. King,et al.  Antecedents of Knowledge Transfer from Consultants to Clients in Enterprise System Implementations , 2005, MIS Q..

[23]  Eric D. Darr,et al.  An Investigation of Partner Similarity Dimensions on Knowledge Transfer , 2000 .

[24]  Richard T. Watson,et al.  Service Quality: A Measure of Information System Effectiveness , 1995, MIS Q..

[25]  Andrew B. Whinston,et al.  A Sender-Receiver Framework for Knowledge Transfer , 2005, MIS Q..

[26]  Marc N. Haines,et al.  Implementation Partner Involvement and Knowledge Transfer in the Context of ERP Implementations , 2003, Int. J. Hum. Comput. Interact..

[27]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .