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Managing intellectual liabilities by service recovery

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

Details

Original languageEnglish
Title of host publicationProceedings IFKAD 2017, 12th International Forum on Knowledge Asset Dynamics
Subtitle of host publicationKnowledge Management in the 21st Century: Resilience, Crativity and Co-creation, 7-9 Jun 2017, St. Petersburg, Russia.
EditorsGiovanni Schiuma, JC Spender, Tatiana Garvilova
PublisherIKAM - Insitute of Knowledge Asset Management
Pages1570-1583
Number of pages14
ISBN (Electronic)978-88-96687-10-9
Publication statusPublished - 9 Jun 2017
Publication typeA4 Article in a conference publication
EventInternational Forum on Knowledge Asset Dynamics -
Duration: 1 Jan 1900 → …

Publication series

NameProceedings IFKAD
ISSN (Print)2280-787X

Conference

ConferenceInternational Forum on Knowledge Asset Dynamics
Period1/01/00 → …

Abstract

Purpose – The paper studies intangible liabilities in a practical management setting with an overall aim to develop better managerial practices to avoid depreciation of organizations’ intangible assets.

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

Keywords

  • Intellectual liabilities, Intellectual capital, Service recovery, Customer satisfaction

Publication forum classification