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Structural Relationship between Intellectual Capital and Organizational Performance in a Customer Service Organization: Focused on the Role of Dynamic Capability
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 Title & Authors
Structural Relationship between Intellectual Capital and Organizational Performance in a Customer Service Organization: Focused on the Role of Dynamic Capability
Park, Paul; Cheong, Ki-Ju; Kim, Sora; Ryu, Il;
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This study explores which organizational capital is important for the customer service center and how the organizational capital is linked to organization`s performance through dynamic capability. In this study, total of 389 employees in customer service centers were surveyed for the analysis. The results indicate that relational capital and organizational culture were positively linked with collaborative behavior, capital share, and capital transformation. Also, structural capital was a significant factor in collaborative behavior. Organizational performance was positively affecting collaborative behavior and capital share. This study provides a practical guideline on how to manage organizational capital and supplement shortcomings for managers and counsellors at the customer service centers. Furthermore, the implications for the reinforcement and development of organizational capital were suggested in building a customer service center as a strategic and fundamental part of the company.
Contact Center;Intellectual Capital;Dynamic Capability;Organizational Performance;
 Cited by
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