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- Title
CAPITAL INTELECTUAL COMO RECURSO NA RETENÇÃO DE CLIENTES.
- Authors
Bertolla, Fernando Luís; Eckert, Alex; Henri Dorion, Eric Charles; Nodari, Cristine Hermann
- Abstract
This theoretical essay explored the possibility of theoretical relationship between intellectual capital and customer retention, with theoretical framework in accounting theory perspective based on knowledge (knowledge based theory), the knowledge assets. The relationships between the elements and indicators of intellectual capital were explored: human, structural and relational, with customer retention according to the types of binding tactics: social, financial and structural. The results, presented a framework highlighting the relationships with the aim of encouraging empirical applicability through the use of multivariate data analysis techniques, providing thus an improvement in research dealing with the subjectivity of this measurement, as seen in traditional accounting measurements.
- Publication
Revista Pensamento Contemporâneo em Administração, 2015, Vol 9, Issue 3, p155
- ISSN
1982-2596
- Publication type
Article
- DOI
10.12712/rpca.v9i3.542