Mansor Kohi Rostami; Mohsen Haji Zeinolabedini; Negar Moori Bakhtyari
Abstract
Background and Objectives: The benefits of using knowledge management have led many organizations, including public libraries, to make efforts to implement this process; but initial efforts in most libraries face the major challenge that, despite the investment in knowledge management, the expansion ...
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Background and Objectives: The benefits of using knowledge management have led many organizations, including public libraries, to make efforts to implement this process; but initial efforts in most libraries face the major challenge that, despite the investment in knowledge management, the expansion of the use of its applications is slowly occurring. The main reason for this problem is the low level of library's readiness for the adoption and use of knowledge management. Therefore, it is necessary to understand the extent of this readiness to find ways to help the successful establishment of knowledge management in the organization. The successful implementation of knowledge management in various organizations, including public libraries, requires factors that can regulate all library activities. Success in implementing KM requires that by assessing the status quo in terms of culture and human factor, information technology, structure and processes, we should be aware of the readiness of the library for the successful use of knowledge management. The research focuses on two cultural and human factors, namely social capital and organizational culture, because of the limited scope of research. Therefore, in designing the proposed research, social capital variables as independent variable; Organizational Culture variable as intermediary variable and knowledge management are dependent on variables. The purpose of this study was to investigate the effect of social capital of librarians of public libraries in Khuzestan Province through the mediation of organizational culture on knowledge management.
Methodology: The research method is survey. Structural equation modeling (SEM) and partial least squares method were used to test the hypotheses and model fitness. The population of the study is 380 librarians of general libraries in Khuzestan province. According to Morgan table, 181 people participated as a sample in research. T test, independent t, confirmatory factor analysis, and structural equation analysis was used.
Findings: All coefficients of factor loads are higher than 0.4, so the model has acceptable reliability measurement. Cronbach's alpha and CR are above 0.7 and all AVE values are higher than 0.5. Therefore, it can be said that the model has a desirable reliability. The statistical significance of the variables of social capital and organizational culture is equal to 68.84 and greater than (2.58), indicating that the relationship between these variables is significant at the level of confidence (99%). Also, the path coefficient between these two variables is equal to (0.867) which shows the effect of the social capital variable on organizational culture and indicates the significance of the first hypothesis of research based on the impact of social capital on organizational culture. Regarding the second hypothesis, the path coefficient between social capital and knowledge management variables is equal to 145.1 and its significance is 2.755, which indicates the significance of the effect of this variable at 95% level, and the third hypothesis of the research is confirmed on this basis. The path coefficient between the organizational culture and knowledge management variables is 0.783, which confirms the significance statistic of 15.86 (greater than 2.58) of the third hypothesis of the research that influences the organizational culture on knowledge management. Also, the results of the t-sobel test show that organizational culture has a mediating role in the relationship between social capital and knowledge management.
Discussion: The results of this study showed that social capital has a positive and direct effect on the establishment of knowledge management in public libraries of Khuzestan province. As we expected, there was a positive relationship between social capital and the degree of organizational readiness for the establishment of knowledge management, since, as Nahapit and Ghoshal (1998) state, social capital for the development and distribution of knowledge in Organizations are essential. The results showed that organizational culture has a direct positive effect on knowledge management. Culture is an essential element in both the establishment and continuation of the establishment of knowledge management systems. Therefore, organizational culture as the main personality and basic structure of the organization plays an effective role in establishing a knowledge management system, and the organization must first focus on organizational culture in order to effectively manage the knowledge of the employees and promote it throughout the organization. The result of testing the research hypotheses shows that there is a significant positive relationship between the two main concepts of research: organizational culture and social capital, which means as one increases, so does the other. Regarding the effect of the variables that make up social capital in organizational culture, it seems that if the managers of public libraries of Khuzestan Province are to increase the abovementioned factors, While strengthening the organizational culture in the mentioned centers, they can build a suitable platform for creating a common agreement that this factor can help establishing better knowledge management.
Mansor Kohi Rostami; hamid Ghazizadeh; Negar Moori Bakhtyari
Abstract
Background and Objectives: The philosophy of the existence of libraries is to serve the people, and according to very Pundits, the most important philosophy of the library is "service to society and humanity". Since the customer is the pulse of the life of public libraries, the main goal of customer ...
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Background and Objectives: The philosophy of the existence of libraries is to serve the people, and according to very Pundits, the most important philosophy of the library is "service to society and humanity". Since the customer is the pulse of the life of public libraries, the main goal of customer relationship management in public libraries is to attract and retain customers to public libraries. Customer relationship management is influenced by many factors in public libraries and in this diverse cultural environment. In this research, we focused on two variables of communication skills and cultural intelligence in customer relationship management. Today, public libraries are looking for librarians who can function as groups in a multicultural environment. On the other hand, they have the ability to communicate continuously with people from different cultures. So it's necessary to be familiar with different cultures and to communicate properly with other cultures. For this purpose librarians of public libraries need communication skills and cultural intelligence. This research is carried out in the public libraries of Khuzestan province, a province considered as a miniature of ethnic and cultural diversity. The purpose of this study was to investigate the effect of communicative skills of librarians in public libraries of Khuzestan province through mediation by cultural intelligence on Customer Relationship Management. Methodology: The research method is survey. Structural equation modeling (SEM) and partial least squares method were used to test the hypotheses and model fitness. The statistical population of this study is 380 librarians of general libraries in Khuzestan province. According to Morgan table, 181 people participated as a sample in research. In the design of the proposed research model, independent variable communication skills; cultural intelligence as intermediary variable and customer relationship management as a dependent variable. Measurement tools are three questionnaires, Ang's cultural intelligence (2004), Barton's Communication skills (1990) and Customer Relationship Management (Sin and et al. 2005). Cronbach's alpha method was used to measure the reliability of research tools. The Cronbach's alpha value of the questionnaires represents a good reliability of the research tool. In this study, to analyze the data from Smart PLS software and SPSS Software Used. Findings:The results of single-sample t-test showed that the mean score of communication skills, cultural intelligence and customer relationship management was significantly lower than the cut score (p <0.001), which shows that The research sample is in a disadvantaged position in terms of communication skills, cultural intelligence and customer relationship management. There is a significant difference between librarians in librarianship and non-librarianship in terms of communication skills, cultural intelligence and customer relationship management. The correlation coefficients of communication skills on cultural intelligence, communication skills, and intuitive intelligence on customer relationship management were 0.817, 0.495 and 0.229, respectively, which was statistically significant in the level of error and with probability 95.9 can be said that communication skills and cultural intelligence are effective on customer relationship management. Also, the results of t-sobel test confirmed the role of mediator of cultural intelligence in relation to communication skills and customer relationship management. The findings also showed that the level of significance was less than 0.01 and less than 0.05. On the other hand, the amount of T statistics, which is 4.49 and 1.96, is 95% confident. Cultural intelligence has a mediating role in communication skills and customer relationship management. Given that values for all components are greater than 0.35, the predictive power of the model is good, and the whole model is well suited to predicting the corresponding values. The fitting results of the model also showed that the values of fitness indices obtained at the desirable level indicate that the fitting of the proposed model is desirable. Discussion: Communication skills and cultural intelligence are crucial to the functioning and management of effective communication between clients in public libraries. The cultural diversity of public library users is one of the major issues librarians face. The role of the librarian as an intermediary between the library and library users and the acquisition of communication skills and cultural intelligence is very important in managing communication with clients in public libraries that are connected with a diverse society with diverse needs. Due to this complexity, librarians of public libraries need to have a high level of cultural intelligence and communication skills for communicating with clients. It is suggested that managers and planners of public libraries should pay close attention to the important role of cultural intelligence and communication skills in interactions.
