The impact of perceived organisational support on knowledge hiding behaviour of call centre employees: a moderated mediation model
by Muhammad Awais Khan
International Journal of Knowledge Management Studies (IJKMS), Vol. 13, No. 3, 2022

Abstract: Knowledge hiding behaviour is detrimental to the individual, team and organisational performance. The purpose of this study was to investigate the roles of perceived organisational support (POS) and prosocial motivation (PM) of call centre employees as triggers to knowledge hiding (KH) behaviour. Based on the social exchange theory, the present study empirically investigated the relationship between perceived organisational support and knowledge hiding behaviour of call centre employees in Pakistan. The data were collected from 199 call centre employees through an online questionnaire and analysis was performed using the PLS-SEM technique. The moderated mediation was tested through Hayes process (SPSS). The results of the quantitative data analysis revealed a significant negative relationship between perceived organisational support and knowledge hiding behaviour implying that in the absence of POS, employees engage in knowledge hiding behaviour. The link between perceived organisational support and knowledge hiding was partially mediated by prosocial motivation. Moreover, co-worker support can act as a buffering variable between the direct link of perceived organisational support and prosocial motivation, as well as between the indirect link of perceived organisational support and knowledge hiding behaviour particularly in the environments marked by low perceived organisational support.

Online publication date: Fri, 01-Jul-2022

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Knowledge Management Studies (IJKMS):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com