Noor Azlina Mohamed Yunus

Theories of Knowledge Sharing Behavior in Business Strategy

Inspiring people to share knowledge and experience at workplaces has gained attention among the researchers to determine the ways of motivating employees to knowledge sharing behavior. In order to promote knowledge-sharing behavior, people in business need to understand the influences and the mechanism that drives individually to contribute their valuable knowledge with others. This paper reviews the nature of knowledge sharing and theories underlying knowledge sharing behavior to understand the factors that influence individual behavior to share their knowledge. Several theories have been applied to study knowledge-sharing behavior included theory of reasoned action (TRA), theory of planned behavior (TPB) and social exchange theory (SET). The literature review was conducted to identify the association of the theories, practices and knowledge sharing behavior. Initial discussion in this paper, was discussing the nature of knowledge sharing and common practices of knowledge sharing behavior. The literature review determined willingness, business citizenship behavior and commitment represent as an individual knowledge sharing behavior. While, the theories identified that attitude, subjective norms, perceived behavioral control, and exchange of maximizing benefits and minimize cost in turn leads to drive individual towards knowledge sharing behavior. The finding contributes to the individual and business in understanding the factors that drive to knowledge sharing behavior.

The relationship between service quality and customer loyalty at a telecommunication company in Malaysia

Service quality is becoming the most significant aspect of business success for either manufacturers or service providers. Therefore, businesses are eager on precisely measuring service quality in understanding its crucial antecedents and consequences to accomplish competitive advantage and assemble customer loyalty. Thus, this paper is to determine the relationship between service quality and customer loyalty at a telecommunication company in Malaysia. The data were gathered through the distribution of questionnaires to the total of 306 respondents who visited and used the products or services at TMpoint Bukit Raja, Klang, Selangor. The researcher used the correlational and multiple regression methods. The result identified that there was a positive and significant relationship between service quality and customer loyalty. The most influence factor on customer loyalty was assurance followed by reliability and tangibles. Nevertheless, there was no significant influence among responsiveness and empathy on customer loyalty. The implications of the findings are