|This study focuses on the role of customer knowledge resources stored in electronic knowledge repositories (EKRs), such as knowledge management systems and knowledge protals, in developing a firm"s service capabilities and service performance. More specifically, from the information systems success model and previous studies applying the model, this study draws five dimensions of customer knowledge quality in the context of call centers, such as relevance, timeliness, accuracy, completeness, and representation. Furthermore, this study examines that these five dimensions influence customer service representatives (CSRs)" service expertise and thereby enhancing their service work performance. Finally, this study verifies the moderating effect of CSRs" job efficacy on the relationship of customer knowledge quality and service expertise.
To test the proposed research model and hypotheses, we conducted Amos analysis using a total of 317 responses collected on CSRs working for call centers. Concerning the influence of five dimensions of customer knowledge quality on CSRs" service expertise, the results show that relevance, completeness, and accuracy have a positive effect on service expertise, whereas timeliness and representation do not. Moreover, the results support the assertion that superior service performance relies on CSRs" service expertise. Finally, the moderating effect of job efficacy is significant on the relationships between accuracy/representation and service expertise.