Managing intellectual liabilities by service recovery
Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review
|Title of host publication||Proceedings IFKAD 2017, 12th International Forum on Knowledge Asset Dynamics|
|Subtitle of host publication||Knowledge Management in the 21st Century: Resilience, Crativity and Co-creation, 7-9 Jun 2017, St. Petersburg, Russia.|
|Editors||Giovanni Schiuma, JC Spender, Tatiana Garvilova|
|Publisher||IKAM - Insitute of Knowledge Asset Management|
|Number of pages||14|
|Publication status||Published - 9 Jun 2017|
|Publication type||A4 Article in a conference publication|
|Event||International Forum on Knowledge Asset Dynamics - |
Duration: 1 Jan 1900 → …
|Conference||International Forum on Knowledge Asset Dynamics|
|Period||1/01/00 → …|
Design/methodology/approach – Empirical examination of the studied phenomenon was carried out in construction industry. Empirical data was gathered in two phases. First, 16 persons engaged to customer service in four construction companies were interviewed. The purpose was to identify intangible liabilities. After the interviews, two workshops in two companies were organized to reflect findings and to improve and develop organizations’ service recovery practices.
Originality/value – The novelty value of the suggested approach lies in cross-disciplinary consideration of customer experience as an antecedent of various processes that may have negative impact on organizations’ intellectual capital, and further on performance. The paper conceptualizes the hidden renewal capability of contradictory and negative customer experiences by analyzing their potential implications on IC, especially in relational capital.
Practical implications – Contributions of the paper relate to its practical research approach and focus on relational liabilities. The paper provides new understanding about intellectual liabilities within a certain industrial context and discusses more generalizable aspects to be considered in managing intellectual capital.
Keywords – Intellectual liabilities, Intellectual capital, Service recovery, Customer satisfaction
Paper type – Academic Research Paper
ASJC Scopus subject areas
- Intellectual liabilities, Intellectual capital, Service recovery, Customer satisfaction