Factors of successful client co-production in knowledge-intensive business services: Case study analysis

Abstract

Purpose

This paper aims to explore the topic of client co-production in knowledge-intensive business services (KIBS). The paper first sketches a theoretical background and reviews previous studies on factors affecting successful client co-production in such companies and then examines these factors via case study research among a small KIBS company and its five customers.

Design/methodology/approach

The paper is based on an in-depth analysis of literature devoted to client co-production in KIBS firms and on the results of case studies analysis. The authors explore theoretically and empirically the perception of factors behind a successful client co-production process of a KIBS company from the point of view of both customers and service provider. The examination resulted in the clarification of what a successful client-KIBS firm cooperation should look like and what kind of actions KIBS firms should undertake to provide it.

Findings

As the analysis shows, to perceive client-KIBS firm cooperation as successful, customers desire on hand immediate effects that would justify and compensate their time and money investments (e.g. new clients or brand recognition) and on the other hand, some of them desire positive changes in longer-term, which tangible form is associated with the newly obtained knowledge and more importantly, freshly developed and written strategy. Among the factors that influence the co-production process one can list teamwork, trust, communication and knowledge flows.

Research limitations/implications

Research results are limited to one KIBS company operating in Poland and its five customers. As such, they are not conclusive for the whole KIBS sector. The findings of both literature review and case study analysis indicate that there are several outcomes that are expected from the point of view of a KIBS customer when selecting the service of a KIBS company. The paper examines important aspect of service co-production and provides practical guidelines how cooperation between KIBS firms and their customers should look like.

Practical implications

The paper examines the relationship between a client and a KIBS company and explores the factors influencing the successful outcome of this relation. The paper provides guidelines on how this type of relation should be handled by managers or owners of KIBS firms.

Originality/value

The paper contributes to the literature on KIBS firms, especially in the scarce area of practical mechanics of their cooperation with customers. The paper also suggests further research possibilities in this area.

Citation

Zieba, M. and Kończyński, P. (2020), "Factors of successful client co-production in knowledge-intensive business services: Case study analysis", Kybernetes, Vol. 49 No. 1, pp. 141-164. https://doi.org/10.1108/K-04-2019-0297