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Dissertation
Exploring sociocultural and engagement strategies to enhance knowledge-sharing in the evolving workplace
Doctor of Philosophy (Ph.D.), Drexel University
Mar 2026
DOI:
https://doi.org/10.17918/00011304
Abstract
This dissertation examines how knowledge sharing is enacted and sustained in distributed, digitally mediated work, focusing on a high-pressure healthcare contact center within a Fortune 50 organization. Grounded in Knowledge Management (KM) theory and sociocultural perspectives, the study explores how workplace identity, belonging, and psychological safety interact with engagement enablers and digital system design to shape how knowledge is accessed, interpreted, and applied in everyday work. Using a mixed-methods action research design, the research implemented and iteratively refined role-based digital structures, recognition practices, and feedback channels within a SharePoint environment, integrating survey data, interviews, behavioral analytics, and analytic reflection. The findings indicate that knowledge sharing functioned as an interactional, enacted practice rather than a repository-driven activity. Platform value depended less on technical completeness or content volume and more on alignment between sociocultural factors and digital structure. Engagement enablers functioned as social mechanisms rather than standalone motivators, while workarounds reflected adaptive practices rather than system failure. The study advances a Digital Knowledge-Sharing Ecosystem that conceptualizes sociocultural alignment as a mediating condition of sociotechnical effectiveness, extends KM theory by identifying rigidity as an emergent problem, and offers design-relevant insights for sustaining knowledge sharing in distributed, digitally mediated work environments.
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Details
- Title
- Exploring sociocultural and engagement strategies to enhance knowledge-sharing in the evolving workplace
- Creators
- Bobby D. Nguyen
- Contributors
- Erjia Yan (Advisor)
- Awarding Institution
- Drexel University
- Degree Awarded
- Doctor of Philosophy (Ph.D.)
- Publisher
- Drexel University
- Number of pages
- xvii, 366 pages
- Resource Type
- Dissertation
- Language
- English
- Academic Unit
- Information Science (Informatics) (2013-2026); College of Computing and Informatics (2013-2026); Drexel University
- Other Identifier
- 991022170451304721