The Study of Relationship Between Human Capital and Service Quality:The Mediating Effects of Organizational Justice

碩士 === 國立中山大學 === 人力資源管理研究所 === 93 === With knowledge economy coming, knowledge workers increase unceasingly. The public''s demand for new information and policies provided by the government in this era of information economics is increasing day by day. Without a doubt, constructing a know...

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Main Authors: Yu-Meng Chang, 張玉盟
Other Authors: Yu-Chuan Tung
Format: Others
Language:zh-TW
Published: 2005
Online Access:http://ndltd.ncl.edu.tw/handle/13423182305656420228
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spelling ndltd-TW-093NSYS50070692015-12-23T04:08:16Z http://ndltd.ncl.edu.tw/handle/13423182305656420228 The Study of Relationship Between Human Capital and Service Quality:The Mediating Effects of Organizational Justice 公部門人力資本對服務品質影響之研究:組織公平之中介效果 Yu-Meng Chang 張玉盟 碩士 國立中山大學 人力資源管理研究所 93 With knowledge economy coming, knowledge workers increase unceasingly. The public''s demand for new information and policies provided by the government in this era of information economics is increasing day by day. Without a doubt, constructing a knowledgeable government that uses efficient ways of managing information in order to increase the usefulness of different information under the system, and a government which promotes service quality to the general public in order to increase the nation''s competitiveness in the world has become a key issue for the administration. However, since only “human being” can transfer any resources into valuable services and products to become concrete achievement performances; “human capital” devotes to the promotion of service quality in the public sectors is an important influence. Ulrich (1998) define Intellectual Capital as:“Intellectual Capital = Competence * Commitment” However, views of human towards justice will influence the satisfaction of work, work effort, faith towards the organization and trust of supervisors, etc. Therefore, constructing a knowledgeable government in addition to high official quality, organization justice acts an extremely important role of connection. According to the above, This paper focus on the relationship between human capital and service quality. In addition, it provides insight to how knowledge management strategy affects human capital. Furthermore, we also want to discuss the mediating effect of organizational justice on the relationship of human capital and service quality. The sample in this study consisted of 99 supervisors, 105 personnel staffs, 476 civil servants, and 430 customers by convince sampling. The results demonstrated as bellows: 1. In public sectors, knowledge management strategy was positive related to human capital. 2. In public sectors, service quality increased when human capital was high. 3. In public sectors, human capital has significant positive effect on the civil servants’ impression on organization justice. 4. In public sectors, civil servants’ impression on organization justice has significant positive effect on service quality. 5. Organization justice mediated the relationship between human capital and service quality. Yu-Chuan Tung Min-Chu Yu 董玉娟 余明助 2005 學位論文 ; thesis 107 zh-TW
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language zh-TW
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description 碩士 === 國立中山大學 === 人力資源管理研究所 === 93 === With knowledge economy coming, knowledge workers increase unceasingly. The public''s demand for new information and policies provided by the government in this era of information economics is increasing day by day. Without a doubt, constructing a knowledgeable government that uses efficient ways of managing information in order to increase the usefulness of different information under the system, and a government which promotes service quality to the general public in order to increase the nation''s competitiveness in the world has become a key issue for the administration. However, since only “human being” can transfer any resources into valuable services and products to become concrete achievement performances; “human capital” devotes to the promotion of service quality in the public sectors is an important influence. Ulrich (1998) define Intellectual Capital as:“Intellectual Capital = Competence * Commitment” However, views of human towards justice will influence the satisfaction of work, work effort, faith towards the organization and trust of supervisors, etc. Therefore, constructing a knowledgeable government in addition to high official quality, organization justice acts an extremely important role of connection. According to the above, This paper focus on the relationship between human capital and service quality. In addition, it provides insight to how knowledge management strategy affects human capital. Furthermore, we also want to discuss the mediating effect of organizational justice on the relationship of human capital and service quality. The sample in this study consisted of 99 supervisors, 105 personnel staffs, 476 civil servants, and 430 customers by convince sampling. The results demonstrated as bellows: 1. In public sectors, knowledge management strategy was positive related to human capital. 2. In public sectors, service quality increased when human capital was high. 3. In public sectors, human capital has significant positive effect on the civil servants’ impression on organization justice. 4. In public sectors, civil servants’ impression on organization justice has significant positive effect on service quality. 5. Organization justice mediated the relationship between human capital and service quality.
author2 Yu-Chuan Tung
author_facet Yu-Chuan Tung
Yu-Meng Chang
張玉盟
author Yu-Meng Chang
張玉盟
spellingShingle Yu-Meng Chang
張玉盟
The Study of Relationship Between Human Capital and Service Quality:The Mediating Effects of Organizational Justice
author_sort Yu-Meng Chang
title The Study of Relationship Between Human Capital and Service Quality:The Mediating Effects of Organizational Justice
title_short The Study of Relationship Between Human Capital and Service Quality:The Mediating Effects of Organizational Justice
title_full The Study of Relationship Between Human Capital and Service Quality:The Mediating Effects of Organizational Justice
title_fullStr The Study of Relationship Between Human Capital and Service Quality:The Mediating Effects of Organizational Justice
title_full_unstemmed The Study of Relationship Between Human Capital and Service Quality:The Mediating Effects of Organizational Justice
title_sort study of relationship between human capital and service quality:the mediating effects of organizational justice
publishDate 2005
url http://ndltd.ncl.edu.tw/handle/13423182305656420228
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