“…Because of its diverse components, structural capital can be classified further into organization, process, and innovation capital (Shrestha, Kong, & Carter‐Steel, ). - Relational capital is the intangible value inherent in relationships with customers, as well as other stakeholders, and their perceptions about an organization (Byun, Frake, & Agarwal, ). Relational capital incorporates: the loyalty of valuable customers; the mutual trust and commitment given by key suppliers and clients; the reliability and reliance partnership from alliance or contractual partners; and the reputation and relationships that an organization has developed over time in its surrounding community (Bruni, De Rosa, & Ferri, ; Ginesti, Caldarelli, & Zampella, ). The notion that relational capital is separate from human and structural capital indicates its central importance to an organization's worth (Kong & Farrell, ).
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