This is “Intangible Resources and Capabilities”, chapter 8 from the book Business Strategy (v. 1.0). For details on it (including licensing), click here.
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Earlier chapters explained how a few simple resources lie at the heart of any organization, determining how it performs through time. These systems contain people, though, and people have feelings and capabilities that determine how they behave: doing more or less of what you would like, or deciding to change from one state to another. This chapter explains the following: