Author(s): Ibrahim A. Elshaer, Alaa M. S. Azazz
Structural capital comprises the system of associations among the network actors. It refers to the general structure of network members' relationships. These connections are formed through procedures related to basic information sharing and the level of interaction among network members, which result in formal and informal ties. These links make it easier for network players to create, acquire, and share information. They also foster closeness and establish a structure for social interactions among network members by forming strong social and interpersonal bonds. There are scarce studies that link social capital with innovative performance and customer satisfaction, the current study is one of the first studies that investigate the direct impact of structural capital three sub-dimensions (network ties, configuration, and stability) on customer satisfaction, and the role of innovative behavior as a mediating variable. Data was collected from 700 managerial level employees in travel agents and five-star hotels and analysed employing structural equation modelling (SEM). Employees’ innovative performance was found to partially mediate the direct impact of structural capital's three sub dimensions (network ties, configuration, and stability) on and customer satisfaction. Future research and implications are also discussed.