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Value co-creation in knowledge intensive business services: A dyadic perspective on the joint problem solving process

Research output: Contribution to journalArticleScientificpeer-review

Details

Original languageEnglish
Pages (from-to)15-26
Number of pages12
JournalIndustrial Marketing Management
Volume41
Issue number1
DOIs
Publication statusPublished - Jan 2012
Publication typeA1 Journal article-refereed

Abstract

This paper examines the collaborative process of value co-creation in the context of knowledge intensive business services. Through 120 qualitative interviews with suppliers and buyers of knowledge intensive services, the extensive exploratory study analyzes the activities, roles and resources of buyers and suppliers in the reciprocal value co-creation process, and their implications for the resulting value-in-use. The paper draws on the literature on value creation, solutions and professional services marketing, and service-dominant logic. It provides a framework depicting value co-creation that occurs through a dyadic problem solving process, comprising activities such as diagnosing needs, designing and producing solutions, organizing the process and resources, managing value conflicts, and implementing the solution. The framework serves as a managerial tool to determine critical resources and roles for suppliers and customers, facilitate joint activities, and optimize resource utilization. Insights from this research are broadly applicable to the contexts of knowledge intensive and solutions business.

ASJC Scopus subject areas

Keywords

  • Business services, Knowledge intensive services, Service-dominant logic, Solutions marketing, Value co-creation