Purpose The purpose of this paper is to empirically investigate the mediating effect of service quality (SQ) in the relationship between relational capital (RC) and organizational performance (OP) within the Egyptian mobile telecommunication setting Design/methodology/approach A valid research instrument was utilized to conduct a survey of 384 top- middle- and supervisory- level managers from three Egyptian mobile telecommunications companies The hypothesized direct relationships were tested through multiple linear regression, and the mediating effect was tested using a structural equation modeling technique Findings The results revealed that the firm's "customer and supplier relations" and "marketing capability" positively affect both OP and SQ, "customer knowledge" positively affects SQ only, while "strategic alliances, licensing and agreements" do not have an association with SQ or OP Moreover, SQ was found fully mediating the effect of RC on OP Research limitations/implications This is an empirical research applied in the Egyptian telecommunication setting Its results need further investigation in other settings and countries Also, traditional limitations of a cross-sectional study apply with respect to the attribution of causality and the time lag effects Practical implications The optimal procedure for the Egyptian telecommunications companies is to focus their efforts on leveraging all four components of RC in order to improve SQ and consequently enhance their OP The telecommunications companies must do all they can to connect the unconnected As the current COVID-19 pandemic crisis has shown, connectivity is a public good Originality/value This is the first research that merges the concepts of RC, SQ and OP in an integrated model, and tests this model empirically in the Egyptian mobile telecommunications setting

中文翻译：

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埃及电信部门的关系资本、服务质量和组织绩效

目的 本文的目的是实证研究服务质量 (SQ) 在埃及移动电信环境中关系资本 (RC) 和组织绩效 (OP) 之间的关系中的中介作用 设计/方法/途径 一个有效的研究工具是利用对来自埃及 3 家移动电信公司的 384 名中高层管理人员进行调查 通过多元线性回归检验假设的直接关系，并使用结构方程建模技术检验中介效应 结果表明：公司的“客户和供应商关系”和“营销能力”对 OP 和 SQ 都有积极影响，“客户知识”仅对 SQ 有积极影响，而“战略联盟、许可和协议”与 SQ 或 OP 没有关联 此外，发现 SQ 完全调节了 RC 对 OP 的影响 研究限制/影响 这是一项应用于埃及电信环境的实证研究 其结果需要进一步调查其他环境和国家 此外，横断面研究的传统局限性适用于因果关系的归因和时滞效应 实际影响 埃及电信公司的最佳程序是集中精力利用 RC 的所有四个组成部分为了提高 SQ 并因此增强其 OP 电信公司必须尽其所能连接未连接的人 正如当前的 COVID-19 大流行危机所表明的那样，连通性是一种公共物品 原创性/价值 这是第一项将 RC、SQ 和 OP 的概念合并到一个集成模型中的研究，并在埃及移动电信环境中对该模型进行了实证测试