Social capital and organizational legitimacy as competitive advantages in the information and communications technology sector

Abstract

Information and Communications Technology Sector has been experimenting important challenges related to rapid technological changes motivated by consumers´ requirements. Social capital and organizational legitimacy are considered as key assets for long-term survival and success. The main purpose of this research is to quantify the positive effects that SC and legitimacy have on customer loyalty and commitment. The results achieved through the application of PLS-SEM to treat the 986 effective responses show the positive and significant connection between the considered variables. This research contributes offering additional empirical evidence on intangible assets management and will help companies' managers to build stronger relationships with their customers.