New opportunities in the time of a crisis: perspectives on virtual relational capital through a CAOS 4.0

New technologies and digital tools are profoundly affecting today’s business scenario, changing how organizations run their business models. Relational Capital as a pillar of Intellectual Capital is also impacted by the increasing impor- tance of virtual relations, which are carried on using new tools and are changing how a company deals with its stakeholders. The COVID-19 pandemic has fostered the application of digital transformation at every level, from the digital competencies and use of customers to the opportunities that organizations can benefit from to enhance their business, for example, by opening e-stores or using social media to engage their clients. Still, virtual relations show different features than other types of connections. Therefore, new models are needed to map and assess such relations to allow organizations to benefit from their potential. The chapter employs a narrative review of the literature stating the current trends, underlining the need to define new framework models. Starting from Paoloni’s CAOS model and its relational matrix, reflections on a 4.0. or “Meta” application of it are made.