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While interactions in the real world shopping are mainly based on face‐to‐face activities between consumers and service personnels, interactions in electronic commerce take place mainly through the retailer’s Web site. This study investigated the relationship between various characteristics of online shopping and consumer purchase behavior. Results of the online survey with 602 Korean customers of online bookstores indicate that information quality, user interface quality, and security perceptions affect information satisfaction and relational benefit, that, in turn, are significantly related to each consumer’s site commitment and actual purchase behavior.

The purpose of this paper is to identify the several key drivers for developing organizational KM capability and examining their relationships with KM performance. It shows that despite the active interest in managing organizational knowledge as a strategic resource, most organizations do not yet understand the challenges involved in implementing KM initiatives.

In the paper data was collected from a questionnaire survey of 66 Korean firms. The structural equation modeling technique called Partial Least Squares method was chosen for analyzing the research model.

The paper found that KM drivers such as learning orientation, KM system quality, reward, and KM team activity were significantly related to the organizational KM performance – knowledge quality and user knowledge satisfaction. The paper also found that a KM team activity and a reward system have significant effects upon other KM drivers. In addition, the KM stage of an organization was found to have a significant and positive effect on KM team activity.

The paper shows that the sample consists of organizations from only one country, which reduces the generalizability of the results obtained. The paper also shows that the KM stage of the respondent organizations is skewed toward the low stage, which also reduces the representativeness of our sample.

The results of this paper are helpful for researchers to examine and identify the characteristics of KM that may enhance certain outcomes of KM. The paper also shows that a KM team can obtain some direction toward understanding and evaluating KM performance.

This paper identifies the key management drivers to improve KM performance.

Satisfying customers is the best method for organizations to gain competitive advantage. To deliver quality services to customers, we need to understand their expectations. Given accurate understanding of expectations, customer service, which can be regarded as a process that consists of several steps to satisfy customer requirements, should be redesigned to match them. This research intends to suggest a customer service rationalization method which consists of service process model, performance simulation, and contingent change guidelines. For the validation test, we compared the proposed method with other service models and applied it to several real cases. From the applications, we found that the proposed method could reduce the risk of service redesign projects by enabling the better understanding of the performance simulation data from the proposed change alternatives. Finally, we discussed the applications of the method and the implications of this research.

This study aims at analyzing the features of knowledge flow and the role-specific nodes in knowledge networks among individuals and business units of six organizations in different industries, and suggesting prescriptions to prevent the organizational knowledge sclerosis.

This research conducts multiple case studies on the organizational knowledge paths of six companies in the multiple industries through social network analysis (SNA) tool developed by the authors of this paper.

This study provides four major findings which shed a new light on how to comprehend the features of knowledge flow and the role-specific nodes in knowledge networks in organizations: the within-business unit knowledge flows are more dominant over the inter-business units knowledge flow; the downward knowledge flows are dominant over the horizontal and upward knowledge flows in the management levels; distributions of knowledge owners and providers are like L-shape and the gap between knowledge owing and providing expands as the management levels go up; and the top 20 percent people in an organization dominate over a large portion of the knowledge brokerage activities.

Cultural difference issue might arise because data collection was limited to Korean organizations. Therefore, the findings from this study needs to be cautiously interpreted considering the cultural difference/deeper understanding of the organizational knowledge paths through social network lens can make it possible for more context-specific KM strategies (e.g. suitable for a specific functional unit, management level, or industry type) to be identified and implemented.

Managers can have a solid grasp about knowledge flows and knowledge node roles in their organization through social network analysis in order to facilitate the knowledge transfer and eliminate the knowledge link lapse in organizations.

This study could be a stepping stone for further empirical research since it expanded the level of organizational knowledge network analysis from individual and team to inter-unit and inter-management level through the block modeling analysis of knowledge network.

This study attempts to identify the factors and relationships that influence community of practice (CoP) members' knowledge‐sharing attitudes, intentions, and behaviors.

The Theory of Planned Behavior model, Motivation Theory, and the Triandis model were employed here. For the empirical validation, 282 responses from four Korean companies were collected.

Whereas both extrinsic motivational and intrinsic motivational factors positively influenced attitude toward knowledge‐sharing behaviors, intrinsic motivational factors were more influential in this regard. Additionally, some differences in knowledge‐sharing mechanisms were noted between formally managed CoPs and informally nurtured CoPs.

Since the survey samples used herein were limited to Korean companies, the results of this study may prove ungeneralizable.

For managers who intend to introduce CoPs to their firm, a CoP supportive environment must be created, such that the image, reciprocity, enjoyment of helping, and need for affiliation of each CoP member can be satisfied.

This study is one of the first pieces of integrative research regarding CoPs to target understanding of the most crucial component of CoP activities, namely knowledge sharing.

Committed customers are profitable to an organization for the long term. Customer commitment forms when a customer's expectation is satisfied and the customer realizes fair value from his/her relationship with the organization. From an organization's perspective, this value reflects customer equity, but from a customer's perspective, it represents the customer's perceived value of the relationship. In order to manage such a relationship successfully, it is necessary to support diverse customer information – such as of‐the‐customer, for‐the‐customer, and by‐the‐customer information. A customer information system (CIS) plays the role of boundary spanning that manages and distributes customer information. But the gap between marketing and IT strategy is a barrier in implementing a successful CIS. The CIS, which includes the database, communication channel, and decision model for relationship management, should be designed to facilitate the two‐way customer relationship exchanges. This paper develops a framework of dynamic customer relationship management, suggests the information technology strategy to support the framework, and illustrates the applicability of such framework and strategy through a real business case.

It is important for an IT service company (IS company) to fully take into account the differences in customer satisfaction across different customer groups. In this article, we consider three layers of customers in the client company. There are project directors who interface with and accept the final product (i.e. IT system) from the IS company, users who actually use the IT system for their daily operations, and finally operators who do maintenance works for the IT system. We propose that each customer group (i.e. project director, user, or operator) evaluates the IT systems success with a different set of criteria. Transaction relationship and partnership turn out to be important determinants for the project directors: task‐related and IS‐related output performances seem to be less influential. The reverse conclusion can be made for users and operators. One additional insight is that IS company’s efforts to understand its customer’s tasks and share risks with the customer company might have unexpected effects. Although the project directors seem to like such close involvement, it can be detrimental to the users’ satisfaction with the IS outsourcing projects.