The Role of Trust in Postadoption IT Exploration: An Empirical Examination of Knowledge Management Systems
Abstract
In this study, we examine trust in information technology's (IT) relationship with postadoption exploration of knowledge management systems (KMS). We introduce and distinguish between trust in IT and trust in IT support staff as object-specific beliefs that influence technology's infusion into organizations. We suggest that these object-specific beliefs' influence on intention to explore KMS is mediated by behavioral beliefs about IT (e.g., perceived usefulness and perceived ease of use). To test the model, we completed two studies. Study 1 examined users' perceptions of a knowledge portal. Study 2 examined IT professionals' perceptions of KMS. Across studies, our analysis suggests that trust in IT exerts direct effects on behavioral beliefs leading to intentions to explore KMS. Further, when compared to trust in IT support, we found that trust in IT played a more central role in shaping behavioral beliefs leading to exploration of IT. Implications for research and practice are offered.
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Individuals' trust in technology commonly concerns the technology's functionality, helpfulness, and reliability.
“In contrast, individuals' trust in technology commonly concerns the technology's functionality (i.e., providing features needed to complete a task), its helpfulness (i.e., help functions will provide necessary advice), and its reliability (i.e., technology will consistently operate properly) (McKnight et al. 2011;Thatcher et al. 2010).”
From Trustworthy artificial intelligence (2021) · cites this paper as Thatcher et al. 2010
If a user believes that blockchain better survives malicious attacks because of its decentralized nature, then it is likely that the user perceives this attribute to add to blockchain's trustworthiness and value.
“Thus, if a user believes that blockchain better survives malicious attacks because of its decentralized nature, then it is likely that the user perceives this attribute to add to blockchain's trustworthiness, and, consequently, its value (Thatcher et al. 2011).”
From Understanding the creation of trust in cryptocurrencies: the case of Bitcoin (2020) · cites this paper as Thatcher et al. 2011
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- Authors
- Thatcher, J. B., McKnight, D. H., Baker, E. W., Arsal, R. E., & Roberts, N. H.
- Affiliations
- Clemson University (US)
- Michigan State University (US)
- Virginia Military Institute (US)
- University of South Carolina Upstate (US)
- Venue
- IEEE Transactions on Engineering Management
- Published
- 2011-02
- Volume
- 58
- Issue
- 1
- Pages
- 56-70
- ISSN
- 0018-9391 (ISSN-L)
- 1558-0040
- OpenAlex
- W2136374292
- Cited by
- 196
- References
- 62
- Citations by year
- 2026: 18 · 2025: 13 · 2024: 16 · 2023: 18 · 2022: 14 · 2021: 15 · 2020: 15 · 2019: 13 · 2018: 10 · 2017: 6 · 2016: 12 · 2015: 9 · 2014: 11 · 2013: 7 · 2012: 9
- FWCI
- 16.92
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- IEEE Transactions on Engineering Management (publishedVersion)
- Topics
- Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
- Social Sciences › Communication › Knowledge Management and Sharing
- Social Sciences › Sociology and Political Science › Information Systems Theories and Implementation
- Keywords
- knowledge management systems, technology adoption, perceived usefulness, perceived ease of use, behavioral beliefs, knowledge portal, IT professionals
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