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1. Introduction
Knowledge-based organizations make up a large and vital part of modern societies and gain more considerable and effective share in the market (Abili, 2011). The knowledge-based view suggests that knowledge is the main source of value and creating organizational value mainly depends on the organization’s ability to collect and use knowledge (Hsu and Sabherwal, 2012; Zhou and Li, 2012). Using knowledge, organizations can apply their own information with aspects of human added value such as vision, entrepreneurship, concepts and experiences (Christopoulou et al., 2014; Tuan, 2015).
The type of human interactions and communications is very important for the effective implementation and management of knowledge processes; therefore, social capital and its dimensions become important (Farahani et al., 2016). The importance of organizational social capital is in that it causes people (groups, teams, and organizations) to work together successfully to accomplish tasks. Organizational social capital builds a sense of cohesion by creating trust and collaboration. Elements such as trust, mutual understanding, commitment and stability create a type of communication that helps maintain organizations in the changing markets (Cohen and Prusak, 2001).
In addition, the companies associated with the tourism industry, especially the hotel industry, need to view innovation as an essential strategy in the current era in order to survive the completely competitive and knowledge-based business environment (Souto, 2015; Fraj et al., 2015; Molina-Azorín et al., 2015; Camisón et al., 2016). To encounter the environmental changes and developments, they need to identify such changes and the factors underlying organizational innovation and provide the most appropriate answers to the changes (Chopani et al., 2012; Carlisle et al., 2013; Sung and Choi, 2014; Guttentag, 2015; García-Villaverde et al., 2017). Hence, due to the intense competition, the complex, dynamic and changing environment, organizations are totally dependent on their own knowledge and information-based ability for their survival and growth (Hohenthal and Johanson, 2014; Nieves et al., 2016; Prajogo and Oke, 2016; Vahlne and Jonsson, 2017). It is considered a challenge for organizations to create mechanisms to identify sources of knowledge well and store and collect the knowledge developed in their organizations and disseminates it among people throughout the organization (Sigala and Chalkiti, 2014; Villar et al., 2014; Masadeh et...