A common characteristic of high-end business services (KIBS) firms is that clients regularly play an important role in the co-production services to the decision together with the service provider. This can have a huge impact on both the quality of services provided and the maximum customer satisfaction from the knowledge-based service solutions. Based on studies conducted with IT consulting firm and work with other knowledge-intensive business services provider, this article describes the main duties of the role of the customer, which are necessary for effective client co-production in KIBS partnership. It then presents the strategies that service providers can use to manage the clients, so that they fulfill their role effectively. According to the strategic management of customer co-production, service providers can improve operational efficiency, develop better decisions, and create a sustainable competitive advantage. "Hide
by Lance A. Bettencourt, Amy L. Ostrom, Stephen W. Brown, Robert E. Roundtree Source: California Management Review 30 pages. Publication Date: July 1, 2002. Prod. #: CMR237-PDF-ENG
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