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Exploring Intellectual Capital In A Call Centre Through A ‘System Dynamics’ Resource Based View

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  • Enzo Bivona

    (University of Palermo – Faculty of Political Sciences c/o CED4 – System Dynamics Group – Italy)

Abstract

This paper examines alternative Intellectual Capital (IC) investment policies in a dynamically complex system in order to explain differences in firm performance. The analysis is supported through the use of a System Dynamics (SD) simulation model. This paper is based on the hypothesis that in order to explain superior performance, it is not sufficient to look at the endowment of strategic resources; it also requires an analysis of the dynamics of resource accumulation and depletion processes, which stem from management policies. To assess the impact of IC on company performance, a conceptual framework and an SD simulation model are developed. Finally, the results from alternative scenarios are presented.

Suggested Citation

  • Enzo Bivona, 2008. "Exploring Intellectual Capital In A Call Centre Through A ‘System Dynamics’ Resource Based View," Portuguese Journal of Management Studies, ISEG, Universidade de Lisboa, vol. 0(3), pages 361-383.
    • Handle: RePEc:pjm:journl:v:xiii:y:2008:i:3:p:361-383
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    References listed on IDEAS

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    Cited by:

    1. Enzo Bivona, 2014. "Outlining the impact of intellectual capital accumulation and depletion processes on the performance of an insurance firm: a dynamic resource-based perspective," MANAGEMENT CONTROL, FrancoAngeli Editore, vol. 2014(2), pages 71-93.
    2. Enzo Bivona & Federico Cosenz, 2021. "Designing a Multi‐Sided Platform business model assessment framework: a Dynamic Performance Management perspective," Systems Research and Behavioral Science, Wiley Blackwell, vol. 38(1), pages 93-107, January.

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