Purpose -The purpose of this paper is to employ the theory of reasoned action (TRA) as a theoretical framework to investigate factors affecting individuals' attitudes toward knowledge sharing in construction teams in Hong Kong. Specifically, the factors are analyzed from a cost and benefit perspective grounded in social exchange theory. Design/methodology/approach -An exploratory study using semi-structured interviews is conducted first to explore context-specific cost and benefit factors. Based on the exploratory study results and TRA, a research model and hypotheses are developed. A questionnaire survey is then conducted among professionals working in contractors in Hong Kong. The quantitative data are analyzed using structural equation modelling.Findings -The research results indicate that individuals' attitudes toward knowledge sharing are positively affected by knowledge self-efficacy and knowledge feedback, while negatively affected by losing face. Further, it is revealed that attitude toward knowledge sharing significantly determines intention to share knowledge, which then determines knowledge sharing behavior. Originality/value -The paper is one of the first to employ existing theories in social psychology to examine knowledge sharing behavior in the construction sector. The research results provide important implications for construction companies to promote knowledge sharing in project teams.
PurposeThe purpose of this paper is to identify and analyze crucial facilities management (FM) service dimensions that affect customer satisfaction with regards to the shopping mall sector, and provide useful implications for FM companies.Design/methodology/approachThe study is based on a five‐year longitudinal customer satisfaction survey conducted in five selected shopping malls in Hong Kong. The authors first use stepwise multiple regression method to estimate the relationship between overall customer satisfaction level and nine specific dimensions of FM service for each year, and then compare regression results of five years to identify crucial dimensions.FindingsThe research reveals that: management and maintenance of communal facilities is the most crucial dimension with regard to the overall customer satisfaction; the condition of a washroom is another important dimension for customer satisfaction; communication efficiency and efficacious promotion events are also important for maintaining customer satisfaction.Originality/valueThis paper presents a longitudinal quantitative survey regarding shopping mall FM service satisfaction and identifies several critical dimensions affecting customer satisfaction, which deliver useful information for FM managers who intend to fulfil customer expectations.
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