Key capabilities in knowledge-intensive service business

Abstract

The purpose of this study is to identify key capabilities in knowledge-intensive service business. Current service research lacks evidence on this topic, since knowledge-intensive services constitute a very heterogeneous group, making the identification of key capabilities challenging. To bridge this gap, a conceptual framework is developed, integrating discussion on knowledge intensity with the classical service features. Empirical data are collected from two case firms with the help of focus groups, theme interviews and a survey. Based on the developed framework and analyzed data, we identify four specific capability categories of knowledge management, service productization, project management, and relationship orchestration.