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The importance of relational capital in service industry: the case of the Spanish banking sector

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  • Patricia Ordonez de Pablos

Abstract

This paper is structured into three basic sections. The first section proposes a conceptual framework to analyse the importance of strategic knowledge-based resources for the achievement of a sustained competitive advantage. In particular, the components of intellectual capital (human capital, relational capital and structural capital) are described as well as their importance for organisational performance in the current competitive environment. The second section is focussed on a particular type of knowledge – the relational capital – that is, institutionalised knowledge in the form of business connections with customers, suppliers, shareholders, alliance partners and other agents. This section studies the map of different types of organisational relational capital of companies: idiosyncratic, core, ancillary and compulsory. Section three shows the results of a case study done in pioneer service firms in Spain regarding knowledge measuring and reporting. It analyses the main indicators used for quantifying knowledge embedded in the firm's relations with customers, suppliers, stakeholders and other agents. Finally, the last section explores the main results and implications for knowledge management drawn from this paper.

Suggested Citation

  • Patricia Ordonez de Pablos, 2004. "The importance of relational capital in service industry: the case of the Spanish banking sector," International Journal of Learning and Intellectual Capital, Inderscience Enterprises Ltd, vol. 1(4), pages 431-440.
    • Handle: RePEc:ids:ijlica:v:1:y:2004:i:4:p:431-440
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    Citations

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    Cited by:

    1. Muhammad Shujaat Mubarik & V. G. R. Chandran & Evelyn S. Devadason, 2018. "Measuring Human Capital in Small and Medium Manufacturing Enterprises: What Matters?," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 137(2), pages 605-623, June.
    2. Ljiljana Kontić & Slađana Čabrilo, 2009. "A Strategic Model For Measuring Intellectual Capital In Serbian Industrial Enterprises," Economic Annals, Faculty of Economics and Business, University of Belgrade, vol. 54(183), pages 89-118, October -.
    3. Jian Xu & Binghan Wang, 2018. "Intellectual Capital, Financial Performance and Companies’ Sustainable Growth: Evidence from the Korean Manufacturing Industry," Sustainability, MDPI, vol. 10(12), pages 1-15, December.
    4. Byron A. Brown & Afifa Patel & Veronica Ofaletse, 2016. "Categories of Intellectual Capital Disclosed by Service-based Companies in Botswana," Journal of Management and Strategy, Journal of Management and Strategy, Sciedu Press, vol. 7(4), pages 45-60, November.
    5. Monika Barak & Rakesh Kumar Sharma, 2023. "Investigating the Impact of Intellectual Capital on the Sustainable Financial Performance of Private Sector Banks in India," Sustainability, MDPI, vol. 15(2), pages 1-21, January.
    6. Jian Xu & Binghan Wang, 2019. "Intellectual Capital Performance of the Textile Industry in Emerging Markets: A Comparison with China and South Korea," Sustainability, MDPI, vol. 11(8), pages 1-16, April.

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