Purpose: The purpose of this study is to introduce concepts for understanding and managing short- and long-term development of customer satisfaction related to service quality. Design/methodology/approach: This study is based on empirical qualitative research in professional...

Purpose: The purpose of this study is to develop a service logic oriented framework for business model development. “Service logic” covers the basic principles of the three contemporary customer value focused business logics: service-dominant logic, service logic and customer-dominant...

This article is based on a case study of a professional service organisation in the field of business-to-business education and consultancy services. This study contributes by increasing the knowledge of organisational inhibitors of customer knowledge utilisation in collaborative customer...

Purpose – The literature includes a vast amount of research on both innovation and business networks; however, the empirical knowledge of their intersection – innovation networks and their management – is still scarce. This empirical study aims at increasing the knowledge of management of...

Purpose – The knowledge of inhibitors of internal customer knowledge transfer in b‐to‐b professional service organizations is still in its infancy. Previous literature on professional service organizations has focused on knowledge processes on a general level without paying closer...

What is the nature of the key account management (KAM) approach? Various themes have been discussed under the title “key account management”, however, the approach seems to lack coherence and clearly requires further conceptualization. Based on an extensive literature analysis, this article...