Handbook of Research on Strategic Human Capital Resources
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Handbook of Research on Strategic Human Capital Resources

Edited by Anthony J. Nyberg and Thomas P. Moliterno

Strategic human capital resources are a relatively new construct with a scholarly literature that is still evolving. Work in this area requires the integration of multiple theoretical perspectives and empirical approaches, but that integration rarely occurs. Within these pages, the editors have combined the voices of leading scholars from a wide range of disciplinary backgrounds to provide a comprehensive introduction to the current state of the field.
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Chapter 12: How employees can better solve customer problems: a use value approach to human and social capital

Shad Morris and Scott Snell

Abstract

Understanding how to delight customers in new and innovative ways is not just about responding to customer needs; it is also about responding to employee needs and understanding the relative value of different types of human and social capital stocks as they relate to identifying customer problems and developing solutions to those problems. The purpose of this chapter is to examine how valuable knowledge stocks are to the user (e.g., the employee) before the solution is assessed by the customer. Doing so allows firms to more effectively predict and align human capital and social capital stocks to create customer value.

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