Understanding the psychology of knowledge sharing and experience in digital service ecosystems

Drawing on service-dominant (S D) logic, which conceptualizes value as emerging through resource integration and use rather than direct technological outputs, the study examines how technology-mediated knowledge-sharing platforms (TMKSP) influence employee and employee-perceived customer experience using the DART (dialogue, access, risk assessment, transparency) framework of value co-creation. Employing a mixed-method approach, a pre-hoc qualitative study (Study A) identified key TMKSP features relevant to value co-creation, which informed the development of a DART-based survey for the quantitative phase (Study B). Data from retail employees were analyzed using PLS-SEM with two-tailed bias-correct bootstrapping. The findings show that TMKSP significantly improves employee experience via platform access and reduced perceived risk, while enhancing employee-perceived customer experience through employee-customer dialogue and platform transparency. Mediation analysis confirms the explanatory role of DART-based constructs in linking TMKSP with experience outcomes, although the mediating role of perceived platform risk was not supported. The study contributes theoretically by operationalizing S D logic within an internal service ecosystem and demonstrating how value-in-use is shared through employee-perceived co-creation conditions rather than through direct technological effects. It offers practical guidance for managers aiming to design employee and customer-centric knowledge-sharing ecosystems.