Factors Affecting Usage of Information Technology in Support of Knowledge Sharing: A Multiple Case Study of Service Organizations in Hong Kong

Abstract

This study explores key factors affecting the usage of information technology IT tools in support of knowledge sharing in service organizations in Hong Kong. In a case study of five firms, the usage of IT tools is influenced by an array of factors acting as enablers, barriers, and motivators. The findings support extant theories on knowledge management KM. This research discovers relationships between multiple factors and the usage of IT tools for knowledge sharing at various hierarchical levels. Operational factors like perceived usefulness, perceived ease of use, staff capability, and nature of work induce higher usage of IT for knowledge sharing. These findings and related analyses have managerial implications for firms engaging in service business.