Cooperation, service quality and reputation of a team: A social network approach

Abstract

In this study, we investigate empirically and theoretically that the relative structural position in the social network acquired by cooperation between teams is a reasonable indicator of its performance. We employ the social network analysis to derive the structural position of a team and identify the measure that provides a superior model fit to extant social network measures. We test whether or not the structural position in cooperation networks according to communication channels affect to the perceived service quality and reputation. We perform an empirical test in a Korean tourism agency.