Service system for kibs end-user value creation

Anssi Smedlund*

*Corresponding author for this work

    Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review


    In this paper, a model of capability-based service system of Knowledge Intensive Business Services (KIBS) is introduced. The model combines and clarifies existing service innovation models. According to the model, it is argued that KIBS create end-user value with unique combinations of capabilities of the service provider and the customer, and with technology. These factors determine the value creation logic. The logic of the service system model is illustrated with anecdotal evidence from the transformation of online banking services. As practical implications suggestions for both tacit and explicit knowledge transfer related to the service system are presented. During the past 15 years, banking services have transformed from traditional customer service to self-service, where the focus of capabilities to create end-user value have changed from the capabilities of the service provider to the capabilities of the customer. In the future, banking services will transform even more towards collaborative and solution-based value creation model. During the transformation process, the market environment, technology and customer capabilities have developed dramatically and the locus of value creation has been changing in the service system. Based on the model and the case, it is suggested that managing both supplier and customer capabilities are important for KIBS today since it allows changing the value creation logicin the service system. Service capabilities can be leveraged by systematically gathering and transferring knowledge fromdifferent parts of the service system: suppliers' capabilities and organization, stakeholder network, technology, customer capabilities, market environment and end-user mexpectations.

    Original languageEnglish
    Title of host publicationProceedings of the 11th European Conference on Knowledge Management, ECKM 2011
    Number of pages8
    Publication statusPublished - 2010
    MoE publication typeA4 Conference publication
    EventEuropean Conference on Knowledge Management - Famalicao, Portugal
    Duration: 2 Sept 20103 Sept 2010
    Conference number: 11


    ConferenceEuropean Conference on Knowledge Management
    Abbreviated titleECKM


    • Capabilities
    • KIBS
    • Knowledge transfer
    • Service system


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