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Title: Internal Communication, Intellectual Capital and job Satisfaction: A Structural Model Applied to a Credit Union
Authors: Leal, Carmem Teresa Pereira
Marques, Carlos Duarte Coelho Peixeira
Marques, Carla Susana Da Encarnação
Braga-Filho, Elizomar
Keywords: internal communication
intellectual capital
job satisfaction
credit unions
Issue Date: Apr-2015
Publisher: Academic Conferences International Limited
Abstract: Given the current scenario of marketplace instability and uncertainty, the way companies conduct and manage their intellectual capital is crucial. Numerous studies have highlighted the role of intellectual capital as a key driver of organisational performance due to its importance as an asset in the value creation process, yet few have analysed the relationships between internal communication, intellectual capital and job satisfaction. Considering the relevance of knowledge management and intellectual capital in the service sector, namely in the banking system (Curado 2008; Starbuck 2002), this study aims to assess the structure of intellectual capital in a Brazilian Credit Union, and how it relates to internal communication and job satisfaction. To accomplish this objective, a structural model, based on Longo and Mura (2011), was developed and tested on a sample of 109 employees from a particular branch of the union. Results confirm the threedimensionality of the Intellectual Capital construct and that job satisfaction, as well as internal communication, are constructs separate from intellectual capital and should not be confused. In fact, internal communication may be considered as an antecedent of intellectual capital, whereas job satisfaction is a consequence. Furthermore, results suggest that intellectual capital plays a mediation role in the relationship between internal communication and job satisfaction. Nevertheless, the framework presented in this paper is not without limitations. Firstly, the sample size and the fact that it is a case study requires caution regarding extrapolation of conclusions. A second limitation has to do with the measurement of Relational Capital, as items employed have shown to be problematic in terms of convergent validity. Nevertheless, this study holds great potential for the strategic management of human resources in banking, in particular credit unions, which is a prime concern for bank administrations, bank branch collaborators, and society at large. To the best of our knowledge, this is the first study to model the interrelationships between internal communication, intellectual capital and job satisfaction in a credit union, an organisation with particular structural and strategic features resulting from its external customers being members and owners.
ISBN: 978-1-910810-01-9
Document Type: Conference Object
Appears in Collections:CETRAD - Livro de Ata de Conferência
DESG - Livro de Ata de Conferência

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