Managing client contacts of small KIBS companies: Turning technology into business

Päivi Eriksson*, Elina Henttonen, Susan Meriläinen

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingChapterScientificpeer-review


This article investigates how small companies providing new-technology-based services (T-KIBS) manage their client contacts. Many KIBS companies have extensive and close contacts with their clients, to the extent that their services can actually be co-produced together with the clients. This study analyzes data from four empirical cases and provides new knowledge on the relevance, forms and consequences of managing client contacts. The data was collected through ethnographic field work and qualitative interviews with the owner-managers of four Finnish software service companies, which can also be called T-KIBS. The results show that although every company had its unique way of managing its client contacts, they all used their client contacts as a vehicle in turning technology into business.

Original languageEnglish
Title of host publicationBusiness Innovation, Development, and Advancement in the Digital Economy
Number of pages11
ISBN (Electronic)9781466629356
Publication statusPublished - 28 Feb 2013
MoE publication typeA3 Part of a book or another research book

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