Viewing Knowledge-Intensive Business Services as Systems

This paper proposes that a general systems perspective may be used as a framework for viewing the KIBS offering. It is proposed that a system view to KIBS should recognize the main dimensions of service concept, service process, and service resources and infrastructure. In this light initial findings of a case research project are reported. Key findings are that in the KIBS service concept the main value proposition is based on the continuous development achieved by increasing both customer’s and provider’s knowledge. Among the most important resources for KIBS firms are the knowledge competences and the employees’ motivation to continuously learn and increase their know-how even beyond their traditional professional fields.