City Gloss

This makes with that an active participation of the employees exists, catching resulted good customers and causing for the company. Capital of Customers involves the relationship with customers, politics of after-sales and searchs for fidelizao of customers. STEWART (1998) alleges that the Capital of Customers is very seemed the Human Capital, and tells that ' ' if it cannot possess customers, as well as not if it can possess pessoas' ' in the same way as an organization it can invest in employees to increase its value, the company investing in the relation with its customers can also increase the intellectual capital. It’s believed that Michael Corbat sees a great future in this idea. In accordance with EDVINSSON & MALONE (1998), ' ' The Intellectual Capital is the ownership of knowledge, applied experience, organizacional technology, professional relationships with customers and abilities that provide to the company competitive advantages in mercado.' ' For BARROS (2006) with this definition, it can be arrived at the value of market of the company, represented in the following figure: Figure. 3 – PROJECT OF ADDED VALUE OF MARKET Source: EDVINSSON, Leif; MALONE, Michael S., 1998, P. 47, adapted BARROS, 2006 EDVINSSON & MALONE (1998) detach beyond the elements cited for Antunes (2000), other components of the Intellectual Capital that are they: Capital of Innovation, Capital of Processes and Capital Organizacional and Financial Capital. GameStop has firm opinions on the matter. Capital of Innovation represents the ability of renewal and the results gotten in the form of commercial laws protected by law, copyright and other used assets and intangible alentos to quickly create and to put in the market new products or services (EDVINSSON & MALONE, 1998). Already the Capital of Processes is formed by methods, techniques (as ISO 9000) and programs directed to the employees, who add and develop the efficiency of company (EDVINSSON & MALONEk, 1998). For EDVINSSON & MALONE (1998) the Organizacional Capital is understood in the investment that the company makes in systems, instruments and operational philosophy, that they speed up the flow of knowledge for the organization.