earticle

영어

The members of a service firm play a key role in customer satisfaction and overall performance of the firm because customers assess the image of a service firm through their experiences with members of the firm and the quality of service provided is determined at each moment of truth. Therefore, it is very critical for a service firm to administer knowledge sharing to enable its members to make effective decisions at various moments of truth with customers. However, it is difficult to do so. Then, what makes active knowledge sharing among members enable and what are the outcomes from such activities? These questions raise a necessity of the research in the antecedents and consequences of knowledge sharing. The research used a survey questionnaire to validate the proposed research hypotheses and the questionnaire is structured in a self-report way to investigate the perceptions of the respondents. A total of 492 survey questionnaires from 38 companies were collected. The results of this study can be summarized as follows. Firstly, distributive justice only affects knowledge contribution while procedural justice affects knowledge acquisition. However, interpersonal justice and informational justice which represent interactional justice have positive effects on both knowledge contribution and acquisition. Secondly, structural capital and relationship capital affect knowledge contribution, but all types of social capital influence knowledge acquisition. The analysis has found that the factors of relational, structural and cognitive capital in order have had positive effects on knowledge contribution and acquisition. Lastly, both knowledge contribution and acquisition have positive effects on innovation behavior. The theoretical implications of this study are as follows. First, previous studies have been focused on analyzing knowledge sharing only in terms of either organizational justice or social capital as antecedents. To over come this problem, a comprehensive model has been constructed in this study because both factors, organizational justice and social capital, exist simultaneously in reality. Second, this study proposes a model to identify the structural relationship between antecedent and consequence factors by defining knowledge sharing as knowledge acquisition and knowledge contribution depending on the direction of knowledge exchange. Third, this study has contributed to help expand the research area on consequence factor from knowledge sharing. The model used in this study has been built in a way that identifies what enhances innovation behavior within a firm. Future direction of this study is as follows. Since independent variables and dependent variables are measured based on a self-report survey there might be possibility of common method bias. Therefore, the data needs to be collected from various sources such as colleagues or managers, or from different point of time. Second, the future research should include analysis from various perspectives because it is expected to show differences in social capital or organizational justice depending on types of service firms. Third, future research should investigate the correlation between organizational justice and innovation behavior, and corporate performance from members because improvement in performance and profitability is the ultimate goal of a firm. Fourth, this study has used a subjective indicator such as individual performance within a firm to measure the effects of knowledge acquisition and knowledge contribution. However, the development of the objective indicator that can explain knowledge acquisition and contribution will provide more meaningful explanations in the future.

한국어

서비스 품질이 서비스 접점에서 결정되기 때문에 서비스 접점 종사자들은 기업성과와 고객만족에 중요한 역할을 담당한다. 이러한 이유로 서비스 기업의 종사자들이 고객접점에서 창의적인 서비스를 하는 데 필요한 지식의 공유는 서비스 기업의 주요 관리 대상이지만 어려운 일이다. 따라서 서비스 기업의 종사자들이 필요한 지식을 다른 종사자들과 활발히 공유하기 위한 선행요인이 무엇인지 그리고 지식공유의 성과요인이 무엇인지에 관한 연구의 필요성이 제기된다. 본 연구의 목적은 서비스 기업의 조직공정성, 사회자본, 지식공유 및 혁신행동 간의 구조적 인과관계를 파악하는 것이다. 설문 응답의 신뢰성과 타당성을 제고하기 위해 설문조사원들이 38개의 서비스 기업을 직접 방문하여 회수한 492부의 설문지를 분석에 사용하였다. 본 연구의 결과를 요약하면 첫째, 분배공정성은 지식의 기여에, 절차공정성은 지식의 습득에만 영향을 미치는 것으로 나타났다. 하지만 대인공정성과 정보공정성은 지식의 기여와 습득 모두에 영향을 미치는 것으로 밝혀졌다. 둘째, 구조자본과 관계자본은 지식의 기여에만 영향을 미치지만 지식의 습득에는 세 가지 사회자본 모두가 영향을 미치는 것으로 확인되었다. 셋째, 지식의 기여와 습득 모두 혁신행동에 영향을 미치는 것으로 나타났다.