الفهرس 
Research FrameworkOnly 14 pages are availabe for public view
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Abstract
Achieving and sustaining superior organizational performance, especially in a
rapidly changing and severely competing mobile telecommunications setting,
has become an urgent necessity. The determinants of superior organizational
performance underlying intellectual capital and service quality in the mobile
telecommunications market are still unclear. The aim of this research is to
develop a conceptual model that describes the impact of intellectual capital
(IC) on organizational performance (OP) via the improvement of service
quality (SQ) in the Egyptian mobile telecommunications companies.
Data were collected using a questionnaire survey approach from 384 top,
middle and supervisory managers of the three Egyptian mobile
telecommunications companies (A, B and C) (given names). The data were
analyzed and the hypotheses were tested by using regression analysis.
Structural equation modeling was used to validate the measurement model and
to test the mediating effect.
The results of the empirical study showed that the Egyptian mobile
telecommunications companies got high evaluations of IC, SQ and OP.
“Structural capital” got the highest evaluation among IC dimensions, followed
by “relational capital” and finally “human capital”. “Tangibles” got the
highest evaluation among SQ dimensions, followed by “convenience”,
“reliability”, “empathy”, “assurance”, “responsiveness” and finally “network
aspect”. On the other hand, “customer performance” got the highest evaluation
among OP dimensions, followed by “learning and growth performance”, then
“business process performance” and finally “financial performance”.
The results showed that IC has a strong positive effect on OP and SQ and
structural capital was found the only IC dimension affecting OP; while
structural and relational capitals were found affecting SQ. Also, the results
demonstrated that SQ has a strong positive effect on OP with all SQ
dimensions except ‘empathy’ found affecting OP. Finally, the results revealed
that SQ fully mediates the relationship between IC and OP.
This could be one of the contributions to knowledge and industry for this is
the first research to analyze the impact of SQ as a mediator variable on the
relationship between IC and OP. It also provides some theoretical
contributions to the knowledge of measuring and managing the research
variables and their interrelations. The research concluded that for organization
to have a superior and sustainable performance, managers must best utilize the
IC to enhance and improve their SQ.
Keywords: intellectual capital, human capital, structural capital, relational
capital, service quality, organizational performance