A Problem-Solving Typology of Service Business

Ritala, Paavo; Andreeva, Tatiana; Kosonen, Miia; Blomqvist, Kirsimarja
March 2011
Electronic Journal of Knowledge Management;Mar2011, Vol. 9 Issue 1, p37
Academic Journal
In this study, we sketch a "problem-based perspective" of the service business, following the latest theoretical developments in the field of the knowledge-based view of the firm and the related problem-solving perspective. In particular, we approach services as "problems to be solved" for and with the customer. Our paper outlines a framework in which the knowledge processes regarding service delivery are conceptualized on two axes: 1) the intensity of knowledge sharing and co-creation of services between the provider and the customer and 2) the nature of the problem-solving process regarding the service delivery. Based on the developed conceptual framework, we provide implications concerning the organizing of various types of services in terms of the different problem- solving processes they require. Furthermore, after identifying the distinctive problem-solving processes with the help of the typology, theoretical and practical implications for service and knowledge management are discussed.


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