Towards joint value creation processes in professional services

Abstract

Studies customer relationships in professional services. A framework is proposed for managing professional service relationships in a way that creates value for both parties of the relationship. Furthermore, through the framework the marketer is able to discover also those customer needs that the customer itself is not even aware of. The framework and the benefits of joint value creation are illustrated through a case study of an organisation providing learning and personnel development services.

Citation

Hirvonen, P. and Helander, N. (2001), "Towards joint value creation processes in professional services", The TQM Magazine, Vol. 13 No. 4, pp. 281-291. https://doi.org/10.1108/09544780110391657