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Journal Article

A Problem Solving Typology of Service Business  pp37-45

Paavo Ritala, Tatiana Andreeva, Miia Kosonen, Kirsimarja Blomqvist

© Mar 2011 Volume 9 Issue 1, ECKM Special Issue, Editor: Eduardo Tome, pp1 - 84

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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.

 

Keywords: services, service business, knowledge, co creation, problem solving, typology

 

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