Journal of Logistics, Informatics and Service Science | 2026
Authors: Ghimire B.; Dahal R.K.; Karki D.; Joshi S.P.
DOI: 10.33168/JLISS.2026.0512
Journal: Journal of Logistics, Informatics and Service Science
Year: 2026
Publisher: Success Culture Press
Document Type: Article
Open Access: All Open Access; Gold Open Access
Cited by: 0
Knowledge-intensive service system like the telecommunication industry requires operators to manage their information systems because effective information control systems create better results through their power to drive innovations. This study examines how organizational justice (OJ) works as a governing force which establishes knowledge sharing (KS) systems and motivates staff members to show employee innovative work performance (EIWB) during the service innovation process at Nepal Telecommunication Company Limited (NTCL). The researchers conducted a quantitative study through a service systems framework that analyzed primary data from 418 employees. The analysis employed structural equation modeling to evaluate the proposed governance model that included OJ, KS, and EIWB as its components. OJ improves the knowledge-sharing infrastructure (β = 0.754, p < 0.01) and service-oriented innovative behaviors (β = 0.667, p < 0.01) with significant results. KS serves as the main connecting pathway, which shows how justice governance impacts innovation through its partial effect (indirect effect = 0.208, p < 0.01). The research shows that procedural and informational justice serve as the main elements which control both formal and informal knowledge systems within telecommunications service environments. The research moves the conversation from conventional HR practices to service science and informatics by presenting OJ as a knowledge governance instrument which operates within digital service infrastructures. Furthermore, it shows how fairness principles direct knowledge distribution that drives service process innovation while establishing a standard method to operate innovation pipelines in information-intensive industries. © 2026, Success Culture Press. All rights reserved.
Governance mechanism; Knowledge-intensive service system; Organizational justice; Service innovation; Telecommunications