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    A problem-solving typology of service business

    Ritala, Paavo and Andreeva, Tatiana and Kosonen, Miia and Blomqvist, Kirsimarja (2011) A problem-solving typology of service business. Electronic Journal of Knowledge Management, 9 (1). pp. 37-45. ISSN 1479-4411

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    In this study, we sketch a “problem-based perspective” of the service business, following the latest theoretical developments in the field of the knowledge-based view of the firm and the related problem-solving perspective. In particular, we approach services as “problems to be solved” for and with the customer. Our paper outlines a framework in which the knowledge processes regarding service delivery are conceptualized on two axes: 1) the intensity of knowledge sharing and co-creation of services between the provider and the customer and 2) the nature of the problem-solving process regarding the service delivery. Based on the developed conceptual framework, we provide implications concerning the organizing of various types of services in terms of the different problem-solving processes they require. Furthermore, after identifying the distinctive problem-solving processes with the help of the typology, theoretical and practical implications for service and knowledge management are discussed.

    Item Type: Article
    Keywords: services; service business; knowledge, co-creation; problem solving; typology;
    Academic Unit: Faculty of Social Sciences > School of Business
    Item ID: 15889
    Depositing User: Tatiana Andreeva
    Date Deposited: 26 Apr 2022 15:00
    Journal or Publication Title: Electronic Journal of Knowledge Management
    Publisher: Academic Conferences and Publishing International (ACPI)
    Refereed: Yes
    Use Licence: This item is available under a Creative Commons Attribution Non Commercial Share Alike Licence (CC BY-NC-SA). Details of this licence are available here

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