Asia pacific journal of information systems

The Korea Society of Management Information Systems (한국경영정보학회)
권호 표지
DOI QR코드

DOI QR Code

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

  • Seonjin Shin (Gwangju Institute of Science and Technology) ;
  • Joon Koh (Department of Business Administration, Chonnam National University) ;
  • Liguo Lou (College of Economics and Management, Ningbo University of Technology)
  • Received : 2019.11.18
  • Accepted : 2020.01.29
  • Published : 2020.06.30
Download PDF
⟨ Previous Next ⟩

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.

Keywords

References

  1. Adler, P. S., and Kwon, S. W. (2002). Social capital: Prospects for a new concept. Academy of Management Review, 27(1), 17-40. https://doi.org/10.2307/4134367
  2. Allred, C. R., Fawcett, S. E., Wallin, C., and Magnan, G. M. (2011). A dynamic collaboration capability as a source of competitive advantage. Decision Sciences, 42(1), 129-161. https://doi.org/10.1111/j.1540-5915.2010.00304.x
  3. An, J., and Kim, H. W. (2019). Investigating signals on equity crowdfunding: Human capital, earlier investors, and social capital. Asia Pacific Journal of Information Systems, 29(2), 283-307. https://doi.org/10.14329/apjis.2019.29.2.283
  4. Anderson, L. R., and Holt, C. A. (1997). Information cascades in the laboratory. American Economic Review, 87(5), 847-862.
  5. Arthur, J. B. (1994). Effects of human resource systems on manufacturing performance and turnover. Academy of Management Journal, 37(3), 670-687. https://doi.org/10.2307/256705
  6. Azyabi, N. G. (2018). The role of IT usage in mediating the relationship between knowledge sharing and academics performance. Asia Pacific Journal of Information Systems, 28(3), 167-182. https://doi.org/10.14329/apjis.2018.28.3.167
  7. Bagozzi, R. P., and Yi, Y. (1988). On the evaluation of structural models. Journal of Academy of Marketing Science, 16(1), 74-94. https://doi.org/10.1007/BF02723327
  8. Barclay, D. W. (1991). Interdepartmental conflict in organizational buying: The impact of the organizational context. Journal of Marketing Research, 28(2), 145-159. https://doi.org/10.1177/002224379102800203
  9. Barclay, D., Thompson, R., and Higgins, C. (1995). The Partial Least Squares(PLS) approach to causal modeling: Personal computer adoption and use as an illustration. Technology Studies, 2(2), 285-309.
  10. Barney, J. B. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99-120. https://doi.org/10.1177/014920639101700108
  11. Barney, J. B. (1996). The resource-based theory of the firm. Organizational Science, 7(5), 469-496. https://doi.org/10.1287/orsc.7.5.469
  12. Bassi, L. J., and McMurrer, D. P. (1998). Training investment can mean financial performance. Training and Development, 52(5), 40-42.
  13. Bishop, J. W., and Scott, K. D. (2000). Organizational and team commitment in a team environment. Journal of Applied Psychology, 85(3), 439-450. https://doi.org/10.1037/0021-9010.85.3.439
  14. Blyler, M., and Coff, R. W. (2003). Dynamic capabilities, social capital, and rent appropriation: Ties that split pies. Strategic Management Journal, 24(7), 677-686. https://doi.org/10.1002/smj.327
  15. Bock, G. W., Lee, J. Y., and Lee, J. (2010). Cross cultural study on behavioral intention formation in knowledge sharing. Asia Pacific Journal of Information Systems, 20(3), 1-32.
  16. Brooking, A. (1996). Intellectual capital: Core asset for the third millennium. Thomson Learning, London.
  17. Brooking, A. (1997). The management intellectual capital. Long Range Planning, 30(3), 364-365. https://doi.org/10.1016/S0024-6301(97)80911-9
  18. Carmeli, A., and Tischler, A. (2004). The relationships between intangible organizational elements and organizational performance. Strategic Management Journal, 25(13), 1257-1278. https://doi.org/10.1002/smj.428
  19. Child, J., and Rodriques, S. (1996). The role of social identity in the international transfer of knowledge through joint ventures. In S. R. Clegg, and G. Palmer (Eds.), The politics of management knowledge (pp. 46-68). Sage, London.
  20. Chin, W. W. (1988). The Partial Least Squares approach to structural equation modeling. In G. A. Marcoulides (Ed.), Modern methods for business research (pp. 295-336). Lawrence Erlbaum, London.
  21. Chin, W. W. (1998). Issues and opinion on structural equation modeling. MIS Quarterly, 22(1), 7-16.
  22. Chin, W. W., Marcolin, B. L., and Newsted, P. R. (2003). A Partial Least Squares latent variable modeling approach for measuring interaction effects: Results from a Monte Carlo simulation study and an electronic-mail emotion/adoption study. Information Systems Research, 14(2), 189-217. https://doi.org/10.1287/isre.14.2.189.16018
  23. Coleman, J. (1988). Social capital in the creation of human capital. American Journal of Sociology, 94, 95-120. https://doi.org/10.1086/229033
  24. Conger, J. A., and Kanungo, R. N. (1998). Charismatic leadership in organizations. Thousand Oaks, CA: Sage Publications.
  25. Conner, K. R., and Prahalad, C. K. (1996). A resource-based theory of the firm: Knowledge versus opportunism. Organization Science, 7(5), 477-501. https://doi.org/10.1287/orsc.7.5.477
  26. Dakhli, M., and De Clercq, D. (2004). Human capital, social capital and innovation: A multi-country study. Entrepreneurship and Regional Development, 16(2), 107-128. https://doi.org/10.1080/08985620410001677835
  27. Deshpande, R., and Webster, R. E. (1989). Organizational culture and marketing: Defining the research agenda. Journal of Marketing, 53(1), 3-15. https://doi.org/10.1177/002224298905300102
  28. Dulewicz, V., and Herbert. P. (1999). Predicting advancement to senior management from competencies and personality data: A seven year follow-up study. British Journal of Management, 10(1), 13-22. https://doi.org/10.1111/1467-8551.00108
  29. Edvinsson, L., and Malone, M. S. (1997). Intellectual capital: Realizing your company's true value by finding its hidden brainpower. Harper Business, New York.
  30. Fang, E., and Zou, S. (2009). The effect of marketing dynamic capabilities on firm's performance: A dyadic investigation in the context of international high-tech joint ventures. Journal of International Business Studies, (40), 742-762.
  31. Fornell, C., and Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382-388. https://doi.org/10.1177/002224378101800313
  32. Galunic, D. C., and Eisenhardt, K. M. (2001). Architectural innovation and modular corporate forms. Academy of Management Journal, 44(6), 1229-1249. https://doi.org/10.2307/3069398
  33. Gardner, T. M. (2002). In the trenches at the talent wars: Competitive interaction for scarce human resources. Human Resource Management, 41(2), 225-237. https://doi.org/10.1002/hrm.10033
  34. Gefen, D., and Straub, D. (2005). A practical guide to factorial validity using PLS-graph: Tutorial and annotated example. Communications of the Association for Information Systems, 16(1), 91-109. https://doi.org/10.17705/1CAIS.01605
  35. Ghoshal, S., and Bartlett, C. A. (1994). Linking organizational context and managerial action: The dimensions of quality of management. Strategic Management Journal, 15(2), 91-112. https://doi.org/10.1002/smj.4250151007
  36. Gibson, C. B., and Birkinshaw, J. (2004). The antecedents, consequences and mediating role of organizational ambidexterity. Academy of Management Journal, 47(2), 209-226. https://doi.org/10.2307/20159573
  37. Grant, R. M. (1997). The knowledge-based view of the firm: Implications for management practice. Long Range Planning, 30(3), 450-454. https://doi.org/10.1016/S0024-6301(97)00025-3
  38. Haanes, K., and Lowendahl, B. (1997). The unit of activity: Towards an alternative to the theories of the firm, strategy, structure and style. In H. Thomas, et al. (Eds.), John Wiley & Sons.
  39. Hair, J. F. Jr., Anderson, R. E., Tatham, R. L., and Black, W. C. (1998). Multivariate data analysis (5th ed.). Prentice-Hall International.
  40. Hamel, G., and Prahalad, C. K. (1994). Competing for the future. Harvard Business Review, 72(4), 122-129.
  41. He, Z., and Wong, P. (2004). Exploration vs. exploitation: An empirical test of the ambidexterity hypothesis. Organization Science, 15(4), 481-494. https://doi.org/10.1287/orsc.1040.0078
  42. Hult, G. T. M., Ketchen, D. J., and Slater, S. F. (2004). Information processing, knowledge development, and strategic supply chain performance. Academy of Management Journal, 47(2), 241-253. https://doi.org/10.2307/20159575
  43. Humphreys, M., Williams, M., and Goebel, D. (2009). The mediating effect of supplier oriented purchasing on conflict in inter-firm relationships. Journal of Business and Industrial Marketing, 24(3), 198-206. https://doi.org/10.1108/08858620910939741
  44. Jain, D., and Singh, S. S. (2002). Customer lifetime value research in marketing: A review and, future directions. Journal of Interactive Marketing, 16(2), 34-46. https://doi.org/10.1002/dir.10032
  45. Jaworski, B. J., and Kohli, A. K. (1993). Market orientation: Antecedents and consequences. Journal of Marketing, 57(3), 53-70. https://doi.org/10.1177/002224299305700304
  46. Kamukama, N., Ahiauzu, A., and Ntayi, J. M. (2010). Intellectual capital and performance: Testing the interaction effects. Journal of Intellectual Capital, 11(4), 554-574. https://doi.org/10.1108/14691931011085687
  47. Ketchen, D. J., Snow, C. C., and Street, V. L. (2004). Improving firm performance by matching strategic decision-making processes to competitive dynamics. Academy of Management Executive, 18(4), 29-43. https://doi.org/10.5465/ame.2004.15268671
  48. Kim, D. H., Kim, Y. J., and Lee, Y. C. (2006). Corporate social capital and human resource development. Korea Research Institute for Vocational Education and Training.
  49. Kim, Y. J., Kim, S. K., and Kim, G. S. (2011). Human resource management. Top Books, Seoul.
  50. Knez, M., and Camerer, C. (1994). Creating expectational assets in the laboratory: Coordination in "weakest link" games. Strategic Management Journal, 15(8), 101-119. https://doi.org/10.1002/smj.4250150908
  51. Kogut B., and Zander U. (1996). What firms do? Coordination, identity, and learning. Organization Science, 7(5), 502-518. https://doi.org/10.1287/orsc.7.5.502
  52. Kramer, R. M., Brewer, M. B., and Hanna, B. A. (1996). Collective trust and collective action: The decision to trust as a social decision. In R. M. Kramer, and T. R. Tyler (Eds.), Trust in organizations: Frontiers of theory and research (pp. 357-389). Sage, Thousand Oaks, CA.
  53. Lee, D. H. (2008). The effect of alliance partner's learning type on knowledge transfer. International Business Journal, 17(4), 1-30.
  54. Lee, Y. C. (2007). Social capital, knowledge management, and organizational performance. Journal of Information Systems, 16(4), 223-241.
  55. Leonard, D., and Sensiper, S. (1998). The role of tacit knowledge in group innovation. California Management Review, 40(3), 112-132. https://doi.org/10.2307/41165946
  56. Lewicki, R. J., and Bunker, B. B. (1996). Developing and maintaining trust in work relationships. In R. M. Kramer, and T. M. Tyler (Eds.), Trust in organizations: Frontiers of theory and research (pp. 114-139). Sage, Thousand Oaks: CA.
  57. Lewis, K. (2000). Is performance all in their minds? The impact of transactive memory on knowledge-worker team performance. Paper Presented at Academy of Management Meetings, Toronto, Canada.
  58. Li, H., and Zhang, Y. (2002). Founding team comprehension and behavioral integration: Evidence from new technology ventures in China. In Academy of Management Best Paper Proceedings.
  59. Lowendahl, B. (1997). Strategic management of professional service firms. Handelshojskolens Forlag, Copenhagen.
  60. Madhok, A., and Osegowitsch, T. (2000). The international biotechnology industry: A dynamic capabilities perspective. Journal of International Business Studies, 31(2), 325-335. https://doi.org/10.1057/palgrave.jibs.8490909
  61. Maditinos, D., Chatzoudes, D., Tsairidis, C., and Georgios, T. (2011). The impact of intellectual capital on firms' market value and financial performance. Journal of Intellectual Capital, 12(1), 132-151. https://doi.org/10.1108/14691931111097944
  62. March, J. G. (1991). Exploration and exploitation in organizational learning. Organizational Science, 2(1), 71-87. https://doi.org/10.1287/orsc.2.1.71
  63. McFadyen, M. A., and Cannella, A. (2004). Social capital and knowledge creation: Diminishing returns of the number and strength of exchange relationships. Academy of Management Journal, 47(5), 735-746. https://doi.org/10.2307/20159615
  64. Merton, R. K. (1968). Social theory and social structure. Free Press: New York.
  65. Moorman, C., and Miner, A. S. (1997). The impact of organizational memory on new product performance and creativity. Journal of Marketing Research, 34(1), 91-106.
  66. Muchinsky, P. M. (2004). When the psychometrics of test development meets organizational realities: A conceptual framework for organizational change, examples and recommendations. Personnel Psychology, 57(1), 175-209. https://doi.org/10.1111/j.1744-6570.2004.tb02488.x
  67. Nahapiet, J., and Ghoshal, S. (1998). Social capital, intellectual capital, and the organizational advantage. Academy of Management Review, 23(2), 242-266. https://doi.org/10.2307/259373
  68. Nonaka, I. (1994). A dynamic theory of organizational knowledge creation. Organization Science, 5(1), 14-37. https://doi.org/10.1287/orsc.5.1.14
  69. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
  70. Oh, H., Labianca, G., and Chung, M. (2006). A multilevel model of group social capital. Academy of Management Review, 31(3), 569-582. https://doi.org/10.5465/amr.2006.21318918
  71. O'Reilly, C. A., and Tushman, M. L. (2008). Ambidexterity as a dynamic capability: Resolving the innovator's dilemma. Research in Organizational Behavior, 28, 185-206. https://doi.org/10.1016/j.riob.2008.06.002
  72. Park, W. W. (1997). Empowerment: Its meaning and application. Korean Management Review, 26(1), 115-138.
  73. Pavlou, P. A., and El Sawy, O. A. (2011). Understanding the elusive black box of dynamic capabilities. Decision Sciences, 42(1), 239-273. https://doi.org/10.1111/j.1540-5915.2010.00287.x
  74. Peters, T., and Waterman, R. (1982). In search of excellence: Lessons from America's best run companies. New York: Harper and Row.
  75. Petrash, G. (1996). Dow's journey to a knowledge value management culture. European Management Journal, 14(4), 365-373. https://doi.org/10.1016/0263-2373(96)00023-0
  76. Pettigrew, A. M. (1973). The politics of organizational decision making. Tavistock, London.
  77. Prahalad, C. K., and Hamel, G. (1990). The core competence of the corporation. Harvard Business Review, 68(3), 79-91.
  78. Premkumar, G. P., and Ramamurthy, K. (1995). The role of inter-organizational and organizational factors on the decision mode for adoption of IOISs. Decision Sciences, 26(3), 303-335. https://doi.org/10.1111/j.1540-5915.1995.tb01431.x
  79. Premkumar, G. P., Ramamurthy, K., and Nilakanta, S. (1994). Implementation of EDI: An innovation diffusion perspective. Journal of Management Information Systems, 11(2), 157-186.
  80. Rapp, A., Trainor, K. J., and Agnihotri, R. (2010). Performance implications of customer-linking capabilities: Examining the complementary role of customer orientation and CRM technology. Journal of Business Research, 63(11), 1229-1236. https://doi.org/10.1016/j.jbusres.2009.11.002
  81. Roos, J., Roos, G., Edvinsson, L., and Dragonetti, N. C. (1998). Intellectual capital: Navigating in the new business landscape. New York University Press, New York.
  82. Rothaermel, F., and Hess, A. (2009). Finding an innovation strategy that works. The Wall Street Journal, August 17th.
  83. Saavedra, R., Earley, P. C., and Van Dyne, L. (1993). Complex interdependence in task-performing groups. Journal of Applied Psychology, 78(1), 61-72. https://doi.org/10.1037/0021-9010.78.1.61
  84. Shim, J. P., Koh, J., Fister, S., and Seo, H. Y. (2016). Phonetic analytics technology and big data: Real-world cases. Communications of the ACM, 59(2), 84-90. https://doi.org/10.1145/2786752
  85. Simon, L., and Davies, G. (1996). A contextual approach to management learning. Organization Studies, 17(2), 269-289.
  86. Smith, K. G., Collins, C. L., and Clark, K. B. (2005). Existing knowledge, knowledge creation capability, and the tate of new product introduction in high-technology firms. Academy of Management Journal, 48(2), 346-357.
  87. Son, J. E., Jang, Y. J., Lee, S. H., and Kim, H. W. (2013). A systems thinking approach to the enhancement of social capital: In case of social media users. Information Systems Review, 15(2), 21-40.
  88. Spreitzer, G. M. (1995). Psychological empowerment in the workplace: Dimensions, measurement and validation. Academy of Management Journal, 38(5), 1442-1465. https://doi.org/10.2307/256865
  89. Stewart, T. A. (1997). Intellectual capital: The new wealth of organizations. Doubleday/Currency, New York.
  90. Tajfel, H. (1982). Social relations and intergroup relations. Cambridge University Press, Cambridge.
  91. Teece, D. J., Pisano, G., and Shuen, A. (1997). Dynamic capabilities and strategic management. Strategic Management Journal, 18(7), 509-533. https://doi.org/10.1002/(SICI)1097-0266(199708)18:7<509::AID-SMJ882>3.0.CO;2-Z
  92. Um, H. M., Kang. S., and Kim. M. S., (2011). The effect of team diversity on knowledge creation: With conflict and absorptive capacity. Journal of Information Technology Applications and Management, 18(1), 101-123.
  93. Wang, W. Y., and Chang, C. (2005). Intellectual capital and performance in causal models: Evidence from the information technology industry in Taiwan. Journal of Intellectual Capital, 6(2), 222-237. https://doi.org/10.1108/14691930510592816
  94. Warr, P., and Fay, D. (2001). Age and personal initiative at work. European Journal of Work and Organizational Psychology, 10(3), 343-353. https://doi.org/10.1080/13594320143000717
  95. Watson, S., and Hewett, K. (2006). A multi-theoretical model of knowledge transfer in organizations: Determinants of knowledge contribution and knowledge reuse. Journal of Management Studies, 43(2), 141-173. https://doi.org/10.1111/j.1467-6486.2006.00586.x
  96. Weick, K. E. (1979). Cognitive processes in organization. In B. M. Staw (Eds.), Research in organizational behavior. Greenwich, CT: JAI Press.
  97. Wernerfelt, B. (1984). A resource based view of the firm. Strategic Management Journal, 5(2), 171-180. https://doi.org/10.1002/smj.4250050207
  98. Wilson, B., and Henseler, J. (2007). Modeling reflective higher-order constructs using three approaches with PLS path modeling: A Monte-Carlo comparison. Australian and New Zealand Marketing Academy Conference, 791-800.
  99. Woolcock, M. (2001). The place of social capital in understanding social and economic outcomes. Canadian Journal of Policy Research, 2(1), 1-17.
  100. Wright, P. M., and McMahan, G. C. (1992). Theoretical perspectives for strategic human resource management. Journal of Management, 18(2), 295-320. https://doi.org/10.1177/014920639201800205
  101. Xie, J., Song, X. M., and Stringfellow, A. (1998). Interfunctional conflict, conflict resolution styles, and new product success: A four-culture comparison. Management Science, 44(12), 192-206. https://doi.org/10.1287/mnsc.44.12.S192
  102. Yoo, Y., and Alavi, M. (2001). Media and group cohesion: Relative influences on social presence, task participation, and group consensus. MIS Quarterly, 25(3), 371-390. https://doi.org/10.2307/3250922
  103. Youndt, M. A., and Snell, S. A. (2004). Human resource configurations, intellectual capital and organizational performance. Journal of Management, 16(3), 337-360.