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¡G¡§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.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0906105-100942 |
| Date | 06 September 2005 |
| Creators | Chang, Yu-Meng |
| Contributors | Liang-Chih Huang, Yu-Chuan Tung, Min-Chu Yu, Chin-Ming Ho |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0906105-100942 |
| Rights | not_available, Copyright information available at source archive |
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