IDEAS home Printed from https://ideas.repec.org/a/pjm/journl/vxiiiy2008i3p361-383.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: https://ejms.iseg.ulisboa.pt/files/2008-Exploring_intellectual_capital_in_a_call_centre_through_a_system_dynamics_resource_based_view.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Cristina Chaminade & Hanno Roberts, 2003. "What it means is what it does: a comparative analysis of implementing intellectual capital in Norway and Spain," European Accounting Review, Taylor & Francis Journals, vol. 12(4), pages 733-751.
    2. Ingemar Dierickx & Karel Cool, 1989. "Asset Stock Accumulation and Sustainability of Competitive Advantage," Management Science, INFORMS, vol. 35(12), pages 1504-1511, December.
    3. Ingemar Dierickx & Karel Cool, 1989. "Asset Stock Accumulation and the Sustainability of Competitive Advantage: Reply," Management Science, INFORMS, vol. 35(12), pages 1514-1514, December.
    4. James G. March, 1991. "Exploration and Exploitation in Organizational Learning," Organization Science, INFORMS, vol. 2(1), pages 71-87, February.
    5. Michael Shayne Gary, 2005. "Implementation strategy and performance outcomes in related diversification," Strategic Management Journal, Wiley Blackwell, vol. 26(7), pages 643-664, July.
    6. Daniel A. Levinthal & James G. March, 1993. "The myopia of learning," Strategic Management Journal, Wiley Blackwell, vol. 14(S2), pages 95-112, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    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.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Hazhir Rahmandad & Nelson Repenning, 2016. "Capability erosion dynamics," Strategic Management Journal, Wiley Blackwell, vol. 37(4), pages 649-672, April.
    2. Hazhir Rahmandad, 2012. "Impact of Growth Opportunities and Competition on Firm-Level Capability Development Trade-offs," Organization Science, INFORMS, vol. 23(1), pages 138-154, February.
    3. Linda Argote & Sunkee Lee & Jisoo Park, 2021. "Organizational Learning Processes and Outcomes: Major Findings and Future Research Directions," Management Science, INFORMS, vol. 67(9), pages 5399-5429, September.
    4. Caloghirou, Yannis & Giotopoulos, Ioannis & Kontolaimou, Alexandra & Korra, Efthymia & Tsakanikas, Aggelos, 2021. "Industry-university knowledge flows and product innovation: How do knowledge stocks and crisis matter?," Research Policy, Elsevier, vol. 50(3).
    5. Andrew D. Henderson & Melissa E. Graebner, 2020. "Entering a Golden Age of Sustained Superiority: Entrepreneurial Creation or Discovery?," Organization Science, INFORMS, vol. 31(6), pages 1432-1451, November.
    6. April M. Franco & MB Sarkar & Rajshree Agarwal & Raj Echambadi, 2009. "Swift and Smart: The Moderating Effects of Technological Capabilities on the Market Pioneering-Firm Survival Relationship," Management Science, INFORMS, vol. 55(11), pages 1842-1860, November.
    7. Sidney G. Winter & Gabriel Szulanski, 2001. "Replication as Strategy," Organization Science, INFORMS, vol. 12(6), pages 730-743, December.
    8. Wu, Jianfeng & Shanley, Mark T., 2009. "Knowledge stock, exploration, and innovation: Research on the United States electromedical device industry," Journal of Business Research, Elsevier, vol. 62(4), pages 474-483, April.
    9. Marshall S. Jiang & Jie Jiao & Zhouyu Lin & Jun Xia, 2021. "Learning through observation or through acquisition? Innovation performance as an outcome of internal and external knowledge combination," Asia Pacific Journal of Management, Springer, vol. 38(1), pages 35-63, March.
    10. Li, Zhengyu, 2016. "Essays on knowledge sourcing and technological capability : A knowledge structure perspective," Other publications TiSEM b8ff31fc-c57b-4bc3-b5a4-0, Tilburg University, School of Economics and Management.
    11. Heechun Kim & Jie Wu & Douglas A. Schuler & Robert E. Hoskisson, 2020. "Chinese multinationals’ fast internationalization: Financial performance advantage in one region, disadvantage in another," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 51(7), pages 1076-1106, September.
    12. Yuan, Chun & Xue, Doudou & He, Xin, 2021. "A balancing strategy for ambidextrous learning, dynamic capabilities, and business model design, the opposite moderating effects of environmental dynamism," Technovation, Elsevier, vol. 103(C).
    13. Lampert, Curba Morris & Kim, Minyoung, 2019. "Going far to go further: Offshoring, exploration, and R&D performance," Journal of Business Research, Elsevier, vol. 103(C), pages 376-386.
    14. Oliver Baumann & Nils Stieglitz, 2011. "Motivating Organizational Search," DRUID Working Papers 11-08, DRUID, Copenhagen Business School, Department of Industrial Economics and Strategy/Aalborg University, Department of Business Studies.
    15. Yamakawa, Yasuhiro & Yang, Haibin & Lin, Zhiang (John), 2011. "Exploration versus exploitation in alliance portfolio: Performance implications of organizational, strategic, and environmental fit," Research Policy, Elsevier, vol. 40(2), pages 287-296, March.
    16. Hazhir Rahmandad, 2008. "Effect of Delays on Complexity of Organizational Learning," Management Science, INFORMS, vol. 54(7), pages 1297-1312, July.
    17. Keupp, Marcus Matthias & Gassmann, Oliver, 2013. "Resource constraints as triggers of radical innovation: Longitudinal evidence from the manufacturing sector," Research Policy, Elsevier, vol. 42(8), pages 1457-1468.
    18. Michael D. Ryall, 2009. "Causal Ambiguity, Complexity, and Capability-Based Advantage," Management Science, INFORMS, vol. 55(3), pages 389-403, March.
    19. Montserrat Boronat-Navarro & Alexandra García-Joerger, 2019. "Ambidexterity, Alliances and Environmental Management System Adoption in Spanish Hotels," Sustainability, MDPI, vol. 11(20), pages 1-16, October.
    20. Razvan Lungeanu & Ithai Stern & Edward J. Zajac, 2016. "When do firms change technology-sourcing vehicles? The role of poor innovative performance and financial slack," Strategic Management Journal, Wiley Blackwell, vol. 37(5), pages 855-869, May.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pjm:journl:v:xiii:y:2008:i:3:p:361-383. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Luís Mota de Castro, Tiago Cardão-Pito, Mark Crathorne (email available below). General contact details of provider: https://edirc.repec.org/data/isutlpt.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.