RELATIONAL CAPITAL MANAGEMENT IN THE DOMINANT LOGIC OF SERVICE IN INTENSIVE KNOWLEDGE COMPANIES
DOI:
https://doi.org/10.48090/ciki.v1i1.917Keywords:
Dominant Service Logic, Relational Capital, Value creation, cocriationAbstract
In SDL (Service Dominant Logic), service is characterized as the central objective of economic exchange and its value arises from the interactions of the actors, who activate and integrate their skills and abilities, in the co-creation process. Relational Capital (CR), on the other hand, refers to the knowledge existing in the company and customer relationship, and its relevant value. Thus, the objective of this study is understand how the management of the CR can boost the SDL of knowledge-intensive companies. Therefore, qualitative research was adopted as a methodological approach, through the study of multiple cases. Data collection took place through semi-structured interviews, conducted with 6 CEOs of the companies. The results demonstrate that the management of the CR can contribute to the co-creation value of the service, in the perspective of the SDL.
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