Linking Social Capital, Knowledge Sharing/Conversion, and Organizational Performance in a Customer Service Organization

Autor:	Joon Koh, Seonjin Shin, Liguo Lou
Rok vydání:	2020
Předmět:	Information Systems and Management Knowledge management Structural capital Sociology and Political Science Relational capital Conceptual framework business.industry Customer service Business Human capital Organizational performance Knowledge sharing Social capital
Zdroj:	Asia Pacific Journal of Information Systems. 30:228-251
ISSN:	2288-6818 2288-5404
DOI:	10.14329/apjis.2020.30.2.228
Popis:	This study attempts to examine the importance of social capital in customer service organizations and clarifies how translates into organizational performance through knowledge management activities. A survey was conducted with the customer service employees, and 256 questionnaires were used for an empirical analysis with smart partial least squares (PLS). The analysis found that relational capital had a positive effect on both the knowledge management components of knowledge sharing and knowledge conversion, while structural capital significantly influenced knowledge sharing. In addition, human capital positively affected knowledge conversion. Both knowledge sharing and knowledge conversion significantly influenced organizational performance. This study proposed a conceptual framework of social capital that influences organizational performance mediated by an organization’s knowledge management activities. Based on the results, we suggest practical guidelines for managing social capital and recommend areas of improvement for customer organization’s managers and employees.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::5a8152d4ba2bde94137ba1bd2c37ed9a https://doi.org/10.14329/apjis.2020.30.2.228 Zobrazit plný text záznamu