Client Co-Production in Knowledge-Intensive Business Services

By Lance A. Bettencourt, Amy L. Ostrom, Stephen W. Brown, R. Roundtree. 2002

751 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/57784550d5a1c6a44e4da6c30f8539a40889ccd4

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Citations in the corpus

Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries (2005, background): “…approach is theoretically and conceptually consistent with a growing literature that demonstrates similarities between service employees and customers and suggests that customers should be conceptualized as human resources of service organizations (Bettencourt et al., 2002; Mills & Morris, 1986).”
Italian industrial districts as cognitive systems: Are they still reproducible? (2011, background): “Furthermore, in cases in which the service has a high degree of customization and innovation, its production requires a high level of interaction with the customer in general and can correspond to a process of co-production of new knowledge (Bettencourt et al. 2002).”
Urban Hierarchy or Local Buzz? High-Order Producer Service and (or) Knowledge-Intensive Business Service Location in Canada, 1991–2001 (2008, background): “Indeed, whereas the terms HOPS or business services are still used in the regional science and geographic literature (eg, Keeble and Nachum 2002 ; Wernerheim and Sharpe 2003 ), essentially the same group of services are known as KIBS in the innovation literature ( Bettencourt et al.”
Knowledge processes, knowledge-intensity and innovation: A moderated mediation analysis (2011, background): “Emerald does not grant permission for this article to be further copied/distributed or hosted elsewhere without the express permission from Emerald Group Publishing Limited.”
When Intelligence is (Dys)Functional for Achieving Sales Performance (2008, neutral): “As salespeople mostly sell knowledge-based solutions in today’s marketplace (e.g., Bettencourt et al. 2002; Vargo and Lusch 2004), we suggested that salespeople should possess high GMA, which allows for quick learning and 54 / Journal of Marketing, July 2008”
Make, Buy or Ally? Theoretical Perspectives on Knowledge Process Outsourcing Through Alliances (2010, neutral): “Co-production (Bettencourt et al., 2002)”
The paradox of customer education: Customer expertise and loyalty in the financial services industry (2007, background): “Participation by customers in service production and delivery is increasingly viewed as a source of value creation (Bettencourt et al., 2002; Lengnick-Hall, 1996; Prahalad and Ramaswamy, 2000).”
Service Locus of Control and Customer Coproduction (2012, background): “Prior coproduction research has shown that motivation to coproduce is a key prerequisite of appropriate participation (Bettencourt et al. 2002; Lengnick-Hall 1996); we show that customer motivation increases if customers believe in their own and the service provider’s importance for attaining the…”
Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005, background): “Dabholkar (1996), Langeard et al. (1981) A high level of need for personal interaction decreases the desire to try an SST.”
Hidden innovation in the creative industries (2008, background): “Thus Bettencourt et al. (2002) note that making sure that deadlines are met, and that problems are diagnosed early on, demands traditional project management skills.”
Variety in the Knowledge Base of Knowledge Intensive Business Services (2010, background): “The typical task structure of this class of services entails a combination of general knowledge, practical problemsolving and on-the-job learning (Bettencourt et al., 2002; Miles 2005); the associated skill bases encompass cognitive skills such as creative response, critical thinking as well as…”