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Taraszewski 2426210 UNDERSTANDING KNOWLEDGE STORAGE/RETRIEVAL SYSTEM SUCCESS: AN ANALYTIC NETWORK PROCESS PERSPECTIVE STEPHEN A TARASZEWSKI Bachelor of Science in Applied Science in Computer Information Science Youngstown State University August 2003 Master of Business Administration Youngstown State University August 2005 submitted in partial fulfillment of requirements for the degree DOCTOR OF BUSINESS ADMINISTRATION IN INFORMATION SYSTEMS at the CLEVELAND STATE UNIVERSITY May 2017 ©COPYRIGHT BY STEPHEN A TARASZEWSKI 2017 We hereby approve this dissertation for Stephen A. Taraszewski Candidate for the Doctor of Business Administration degree for the Department of Information Systems and CLEVELAND STATE UNIVERSITY’s College of Graduate Studies ________________________________________________ Dr. Radha Appan, Dissertation Committee Chairperson, Information Systems, April 21, 2017 ________________________________________________ Dr. Oya Tukel, Dissertation Committee Member, Operations and Supply Chain Management, April 21, 2017 ________________________________________________ Dr. Timothy Arndt, Dissertation Committee Member, Electrical Engineering and Computer Science, April 21, 2017 ________________________________________________ Dr. Birsen Karpak, Dissertation Committee Member, Management – Youngstown State University, April 21, 2017 Date of Defense: April 21, 2017 DEDICATION This dissertation is dedicated to the two loves of my life: my wonderful wife, Gulenay "Gigi" Ozcan, and my beautiful son, Evan Taraszewski: It is the thought of them that inspired me to complete this research. I also dedicate this to the memories of both my father, Joseph A Taraszewski, and my brother, David J Taraszewski, who I know would have been so proud of me. Finally, I dedicate this to my mother, Carol Taraszewski, who was a source of constant encouragement throughout my educational journey. ACKNOWLEDGEMENT Firstly, I would like to thank my chair, Radha Appan, who stayed with me throughout this journey and asked just the right questions to keep me focused. Secondly, my sincerest gratitude goes out to my committee member, colleague, and friend, Birsen Karpak, who inspired me and encouraged me from the very beginning. I would also like to thank my other committee members – Oya Tukel and Timothy Arndt – for their insight and suggestions that helped make my research much stronger. Special thanks go to all those that have helped me along the way, including: Thomas L. Saaty, Rozann W. Saaty, Raj Javalgi, Elena Rokou, Cam, Tracey, Brian, Andrew Shepard-Smith, my colleagues at Youngstown State University, and the amazing faculty and staff at Cleveland State University. UNDERSTANDING KNOWLEDGE STORAGE/RETRIEVAL SYSTEM SUCCESS: AN ANALYTIC NETWORK PROCESS PERSPECTIVE STEPHEN A TARASZEWSKI ABSTRACT Organizations often begin knowledge management (KM) efforts by building knowledge repositories to store organizational knowledge to ensure that it may be later retrieved to reuse, share with, and transfer to knowledge workers. The use of such storage/retrieval systems (S/RS) are particularly relevant in preserving and restoring internal organizational knowledge; such implementations support reduced costs associated with knowledge reacquisition, recreation, and reinvention, thus increasing the efficiency of knowledge transfer. Additionally, there is an increased interest in newer uses of S/RS to support large-scale knowledge-bases and knowledge sharing communities. Therefore, it is important for organizations to understand the factors that influence success in S/RS, as generally, KM systems (KMS) initiatives have failed to realize promised results. This study focuses on knowledge flow from the knowledge repository to the knowledge consumer to facilitate and enable knowledge transfer (FEKT). Because of the strong relationship between S/RS processes and technologies and IS/IT, DeLone and McLean’s (2003) IS success model serves as the foundation for the S/RS success model, which is modified here to include the complexities inherent in an S/RS. This empirical study presents a model of S/RS success in FEKT and identifies, prioritizes, and weights both the constructs that define S/RS success and the critical success factors (CSF) that influence these success constructs. In addition to informing KM practitioners, this research also addresses a research gap in the KM literature in vi respect to storage/retrieval systems in facilitating knowledge transfer. Moreover, while prior KMS research has generally assumed an independence in factors and constructs when empirically testing KMS success, this study embraces the notion that real-world factors and constructs are interrelated, intertwined, and interdependent; thus, the analytic network process (ANP) is used as an analytic methodology to address this complexity and further, the ANP is employed in this study in a rather unique manner to determine the ranking of the success constructs. Finally, the ANP row-based influence, marginal, and perspective sensitivity analyses are performed on the synthesized model to more deeply investigate the robustness of the model and help illuminate interesting relationships for practitioners and future researchers alike. vii TABLE OF CONTENTS Page ABSTRACT .....................................................................................................................vi LIST OF TABLES ...........................................................................................................xi LIST OF FIGURES .........................................................................................................xiii NOMENCLATURE ........................................................................................................xiv CHAPTER I. INTRODUCTION ..................................................................................................1 1.1 Background .........................................................................................1 1.2 Knowledge Management Systems ......................................................2 1.3 Knowledge Management Frameworks ...............................................3 1.4 Factors Influencing the Knowledge Management Framework ...........5 1.5 Importance of this Research ................................................................10 1.6 Theoretical Lens..................................................................................13 1.7 Research Questions .............................................................................14 1.8 Significance.........................................................................................16 II. LITERATURE REVIEW ......................................................................................18 2.1 Data-Information-Knowledge .............................................................18 2.2 Knowledge Management ....................................................................20 2.3 Knowledge Management Systems ......................................................22 2.4 Knowledge Management Cycle / Frameworks ...................................24 2.4.1 Knowledge Creation Dimension ..........................................28 2.4.2 Knowledge Storage/Retrieval Dimension ...........................30 viii 2.4.3 Knowledge Transfer Dimension ..........................................35 2.4.4 Knowledge Application Dimension.....................................38 2.5 Knowledge-Based View of the Firm ..................................................40 2.6 Knowledge Management System Success ..........................................43 2.7 Critical Success Factor Theory ...........................................................47 III. METHODOLOGY AND MODEL .....................................................................49 3.1 Model of KMS Storage/Retrieval System Success .............................52 3.2 KMS Success Model Dimensions .......................................................55 3.3 Conceptual KMS Storage/Retrieval System Success Model Dimensional Relationships ......................................................................68 3.4 Knowledge Management CSFs and Cluster Development .................72 3.5 The Analytic Network Process (ANP) ................................................79 IV. THE ANP ANALYSIS ........................................................................................90 4.1 Construction of the Supermatrices ......................................................91 4.2 The ANP Model Analysis ...................................................................102 4.2.1 Storage/Retrieval Success Synthesized Priority Analysis ...102 4.2.2 Global CSF Priority Analysis ..............................................107 4.3 Sensitivity Analyses ............................................................................112 4.3.1 Influence Sensitivity Analysis .............................................114 4.3.2 Marginal Sensitivity Analysis ..............................................123 4.3.3 Perspective Sensitivity Analysis ..........................................129 V. DISCUSSIONS .....................................................................................................133 5.1 Intro to Discussion ..............................................................................133 ix 5.2 Implications for Research and Practice...............................................134 5.2.1 KMS Service Quality ...........................................................134 5.2.2 Significance of Knowledge Content Quality and KMS Quality
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