Edited by Anthony J. Nyberg and Thomas P. Moliterno
Chapter 12: How employees can better solve customer problems: a use value approach to human and social capital
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.
You are not authenticated to view the full text of this chapter or article.