Developing an Intellectual Capital System: the Process Model

Johan Roos, Göran Roos, Nicola Carlo Dragonetti and Leif Edvinsson

Chapter 3 in Intellectual Capital, 1997, pp 59-77 from Palgrave Macmillan

Abstract: Abstract COSA, the Caterpillar business unit responsible for most of Europe, the Middle-East, Africa and the CIS (Commonwealth of Independent States — the former USSR), is doing business with clear financial objectives. Its vital performance dimensions are sales growth, keeping the leading market position, and a good return to its owners, Caterpillar Inc. The chief performance measure in COSA is Return-on-Assets (ROA).

Keywords: Customer Satisfaction; Call Centre; Intellectual Capital; Average Response Time; Cooperation Partner (search for similar items in EconPapers)
Date: 1997
References: Add references at CitEc
Citations: View citations in EconPapers (7)

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-349-14494-5_3

Ordering information: This item can be ordered from
http://www.palgrave.com/9781349144945

DOI: 10.1007/978-1-349-14494-5_3

Access Statistics for this chapter

More chapters in Palgrave Macmillan Books from Palgrave Macmillan
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().