The Role of Human Capital in Value Co-creation in Service Organizations
Keywords:
Intellectual Capital, Human Capital, Value Co-creation, Service OrganizationAbstract
It is essential for companies to differentiate themselves during service delivery by providing outcomes that generate value for the customer. Co-creation emerges as a strategic path to achieve this, as it actively involves the customer in the process. In this context, human capital plays a central role, directly impacting the quality of the service delivered. This article aims to explore the research landscape on human capital in fostering value co-creation within service organizations. To this end, an integrative analysis was conducted using articles found in the Scopus, Web of Science, and Scispace databases. The study is classified as descriptive and uses qualitative methods to analyze the recorded information. The research results suggest that human capital has a strategic role in service value co-creation, as its performance and knowledge level directly influence the customer’s experience and perception throughout the process, fostering collaboration between company and client and enhancing knowledge exchange. It is concluded that it is essential to train and develop human capital, as when it is enhanced in conjunction with the organization’s relational and structural capital, it holds great potential to deliver higher quality and added value.
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