NDLI: VALUE PROPOSITIONS IN KNOWLEDGE-INTENSIVE BUSINESS SERVICES : Varying customer relationships and varying propositions

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VALUE PROPOSITIONS IN KNOWLEDGE-INTENSIVE BUSINESS SERVICES : Varying customer relationships and varying propositions

Content Provider	Semantic Scholar
Author	Heikka, Eija-Liisa
Copyright Year	2015
Abstract	Purpose – The purpose of this study is to explore how value propositions are realised in the key account relationships of business-to-business knowledge-intensive companies. Our analysis is based on a comparison between new and established key customers. Design/Methodology/Approach – This study utilises a qualitative case study method. The case firm of this study is a knowledge-intensive service firm that provides engineering consulting services globally. The firm operates on a per-project basis in business-to-business markets. Representatives of the case company and four of its customers were interviewed. Findings – According to this study, in both new customer and contract customer relationships, customers value issues other than those that deal purely with economics. Interestingly, key accounts appreciated in addition to purely emotional values. This means that service providers cannot only rely on long-term customer relationships; they also need to take other values into account in their value propositions to ensure the continuity of their business. On the other hand, service providers do not have to compete against competitors in terms of price if they acknowledge the role of other value elements in value propositions for new or contract customers. Originality/Value – This study contributes theoretically by providing insight into current literature concerning value propositions and customer relationships in knowledge-intensive business services. This study also benefits managers by offering context-specific knowledge about a case study concerning these services. The findings of this study reflect the perspectives of both the case firm and its customers, and the dual perspective of the study ensures that the phenomenon is completely described.
File Format	PDF HTM / HTML
Alternate Webpage(s)	http://www.impgroup.org/uploads/papers/8556.pdf
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article

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