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Rejuvenating corporate intellectual capital by co‐opting customer competence

Michael Gibbert (University of St Gallen, St Gallen, Switzerland,)
Marius Leibold (University of Stellenbosch, Matieland, South Africa)
Sven Voelpel (University of St Gallen, St Gallen, Switzerland)

Journal of Intellectual Capital

ISSN: 1469-1930

Article publication date: 1 June 2001



The paper proposes an approach through which incumbent enterprises can rejuvenate the value of their IC through “real time” co‐option of customer competence. In contrast to extant research evidence, the integration of customer competence is viewed not only as a means to renew the overall competence of the organization, but also as a method for ensuring that the IC of an enterprise does not become obsolete in a turbulent environment. The paper first describes the dilemma for incumbent firms regarding the continued relevancy (or “freshness”) of their IC. An evaluation of major concepts of customer capital as part of IC is then provided, and subsequently an approach for real time validation of IC through co‐option of customer competence is proposed, with application in a global telecommunications corporation. Finally, conclusions are drawn and further research efforts suggested.



Gibbert, M., Leibold, M. and Voelpel, S. (2001), "Rejuvenating corporate intellectual capital by co‐opting customer competence", Journal of Intellectual Capital, Vol. 2 No. 2, pp. 109-126.




Copyright © 2001, MCB UP Limited

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