원문정보
초록
영어
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.
목차
Ⅰ. Introduction
Ⅱ. Literature Review
2.1. Social Capital
2.2. Structural Capital
2.3. Knowledge-management Activities
Ⅲ. Research Model and Hypotheses
3.1. Research Model
3.2. Hypothesis Development
Ⅳ. Methods
4.1. Operational Definition of Variables and Measurement
4.2. Sampling and Respondent Design
4.3. Data Analysis Methods
Ⅴ. Results
5.1. Measuring Model and Structural Model Testing
5.2. Results of Hypothesis Tests
Ⅵ. Discussion and Implications
Ⅶ. Study Limitation and Future Research Directions