The DOI matches its Crossref record; 5 of the 5 references it cites were found in a registry or an index.
Client Co-Production in Knowledge-Intensive Business Services
Abstract
A common characteristic of knowledge-intensive business service (KIBS) firms is that clients routinely play a critical role in co-producing the service solution along with the service provider. This can have a profound effect on both the quality of the service delivered as well as the client's ultimate satisfaction with the knowledge-based service solution. Based on research conducted with an IT consulting firm and work done with other knowledge-intensive business service providers, this article describes clients' key role responsibilities that are essential for effective client co-production in KIBS partnerships. It then presents strategies that service providers can use to manage clients so they perform their roles effectively. By strategically managing client co-production, service providers can improve operational efficiency, develop more optimal solutions, and generate a sustainable competitive advantage.
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Cites
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Cited by
“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers
Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., Wünderlich, N. V., & De Keyser, A. (2017) · Journal of Business Research · doi:10.1016/j.jbusres.2017.03.008 · Cited by 779
Sweeney, J. C., Danaher, T. S., & McColl-Kennedy, J. R. (2015) · Journal of Service Research · doi:10.1177/1094670515572128 · Cited by 442
Customer participation and value creation: a systematic review and research implications
Mustak, M., Jaakkola, E., & Halinen, A. (2013) · Managing Service Quality: An International Journal · doi:10.1108/msq-03-2013-0046 · Cited by 302
Critical success factors for ERP system implementation: a user perspective
Reitsma, E., & Hilletofth, P. (2018) · European Business Review · doi:10.1108/ebr-04-2017-0075 · Cited by 80
Users as knowledge co-producers in the information system development project
Hsu, J. S.-C., Lin, T.-C., Zheng, G.-T., & Hung, Y.-W. (2012) · International Journal of Project Management · doi:10.1016/j.ijproman.2011.05.008 · Cited by 34
Metadata
- Authors
- Bettencourt, L. A., Ostrom, A. L., Brown, S. W., & Roundtree, R. I.
- Venue
- California Management Review
- Publisher
- SAGE Publications
- Published
- 2002-07
- Volume
- 44
- Issue
- 4
- Pages
- 100-128
- ISSN
- 0008-1256 (ISSN-L)
- 2162-8564
- OpenAlex
- W2023760245
- Cited by
- 740
- References
- 5
- FWCI
- 14.78
- Type
- journal article
- Language
- en
- Open access
- closed
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