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Perspectiva Externa De Los Componentes Del Capital Cliente /

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Author Info

  • Cegarra, J.G.

    ()
    (Universidad Politécnica de Cartagena (España))

  • Aledo, M.D.

    ()
    (Universidad Politécnica de Cartagena (España))

  • Martínez, E.A.

    ()
    (Universidad Politécnica de Cartagena (España))

  • Moreno, L.

    ()
    (Universidad Politécnica de Cartagena (España))

  • Pagán, J.M.

    ()
    (Universidad Politécnica de Cartagena (España))

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    Abstract

    El capital cliente representa el conocimiento creado como consecuencia de la relación entre una organización y sus clientes. Este trabajo se dirige a analizar los flujos de conocimiento del trabajador y la empresa para la creación del componente externo del capital cliente. Para ello, se enuncian los factores que permiten desarrollar los distintos conocimientos y se examinan, las relaciones existentes entre los distintos componentes del conocimiento y el proceso de obtención del capital cliente desde la perspectiva externa de la empresa. Han sido utilizados dos modelos de ecuaciones estructurales, obteniendo como conclusión que el paso previo antes de crear capital cliente es transformar el conocimiento individual en conocimiento social. / Client capital represents the knowledge which is created by the relationship between the clients and organization. In this document are analyzed the flows of knowledge of the employee and company to create the external component of the client capital. This document states factors that allow the development of different types of knowledge and examines, the relationships between the different components of knowledge and the process to obtain client capital from the external perspective of the company. Two structural equation models have been used, obtaining as a conclusion that before obtaining client capital it is necessary to convert the individual knowledge to social knowledge.

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    Bibliographic Info

    Article provided by Academia Europea de Dirección y Economía de la Empresa (AEDEM) in its journal Investigaciones Europeas de Dirección y Economía de la Empresa.

    Volume (Year): 11 (2005)
    Issue (Month): 3 ()
    Pages: 85-98

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    Handle: RePEc:idi:jiedee:v:11:y:2005:i:3:p:85-98

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    Postal: Investigaciones Europeas de Dirección y Economía de la Empresa, Facultad de Ciencias Económicas y Empresariales, Universidad de Vigo, Lagoas - Marcosende s/n, E-36310, Vigo, Pontevedra, España
    Phone: (+34) 986812473
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    Web page: http://www.aedem-virtual.com/es/journal/iedee

    Related research

    Keywords: Conocimiento Automático; Consciente; Objetivo y Colectivo; Automatic; Conscious; Objective and Collective Knowledge;

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