Client Co-Production in Knowledge-Intensive Business Services

TLDR

In knowledge‑intensive business service firms, clients routinely co‑produce solutions with providers, profoundly affecting service quality and client satisfaction. The article describes clients’ key role responsibilities essential for effective co‑production in KIBS partnerships. It presents strategies for service providers to manage clients so they perform these roles effectively. Strategically managing client co‑production can improve operational efficiency, develop more optimal solutions, and generate a sustainable competitive advantage.

Abstract

A common characteristic of knowledge-intensive business service (KIBS) firms is that clients routinely play a critical role in co-producing the service solution along with the service provider. This can have a profound effect on both the quality of the service delivered as well as the client's ultimate satisfaction with the knowledge-based service solution. Based on research conducted with an IT consulting firm and work done with other knowledge-intensive business service providers, this article describes clients' key role responsibilities that are essential for effective client co-production in KIBS partnerships. It then presents strategies that service providers can use to manage clients so they perform their roles effectively. By strategically managing client co-production, service providers can improve operational efficiency, develop more optimal solutions, and generate a sustainable competitive advantage.