With the rapid increase of communication technologies and social software applications, various Web 2.0 platforms are being invented by using different combinations of databases and social networks to stimulate user interaction [12]. Meanwhile, contem- porary businesses are facing more and more usage of Internet and Web 2.0 technologies among customers. Firms need to understand how Web 2.0 impacts knowledge management and how the user learning process can be leveraged as a strategic source for service growth and sustained advantage