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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Abstract

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
URI:	Publisher
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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