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.