To read this content please select one of the options below:

Evolving value propositions in knowledge-intensive business services

Eija-Liisa Heikka (Unit of Marketing, University of Oulu, Oulu, Finland)
Satu Nätti (Unit of Marketing, University of Oulu, Oulu, Finland)

Journal of Business & Industrial Marketing

ISSN: 0885-8624

Article publication date: 24 October 2018

Issue publication date: 14 November 2018

1079

Abstract

Purpose

The purpose of this paper is to explore what value dimensions and related value components are highlighted in the value proposition of knowledge-intensive business services (KIBS), both at the relationship and project levels, how value propositions can differ between new and established customer relationships, and finally what is characteristic to the evolution of value proposition in the KIBS context.

Design/methodology/approach

This study uses a comparative, qualitative multiple case study method.

Findings

The aim is to offer a comprehensive picture of the variety of value components in KIBS relationships, likewise, how the nature and composition of value proposition changes as a relationship evolves from conducting a single project toward a more established customer relationship. Individual experts seem to possess a crucial role in that development.

Originality/value

This study contributes theoretically by providing insights into the current literature on core dimensions and components of value propositions in this specific context, and differences there can be between new and established customer relationships. The study also offers much-needed, context-specific knowledge of knowledge-intensive services for managers. Empirically, these findings reflect the perspectives of both the service provider and four of its customers, ensuring a multi-sided description of the phenomenon.

Keywords

Citation

Heikka, E.-L. and Nätti, S. (2018), "Evolving value propositions in knowledge-intensive business services", Journal of Business & Industrial Marketing, Vol. 33 No. 8, pp. 1153-1164. https://doi.org/10.1108/JBIM-12-2017-0306

Publisher

:

Emerald Publishing Limited

Copyright © 2018, Emerald Publishing Limited

Related articles