The Journal for Information Professionals
Asia Pacific Journal of Information Systems (APJIS), a Scopus and ABDC indexed journal, is a
flagship journal of the information systems (IS) field in the Asia Pacific region.
ISSN 2288-5404 (Print) / ISSN 2288-6818 (Online)
Editor : Seung Hyun Kim
Current Issue
Date | June 2020 |
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Vol. No. | Vol. 30 No. 2 |
DOI | https://doi.org/10.14329/apjis.2020.30.2.228 |
Page | 228~251 |
Title | Linking Social Capital, Knowledge Sharing/Conversion, and Organizational Performance in a Customer Service Organization |
Author | Seonjin Shin, Joon Koh, Liguo Lou |
Keyword | Social Capital, Knowledge Sharing, Knowledge Conversion, Organizational Performance, Customer Service Organization |
Abstract | 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. |
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