Managing Relationship-driven Competence Dynamics in Professional Service Organisations
Client relations play a major role in the competence development of professional service providers. However mutuality and particularity are also key concerns in providers' client relationships. Therefore four inter-linked frameworks for classifying relationship-related competence dynamics at the levels of the organisation, relationship, and network of relationships are presented. The frameworks are illustrated in a case concerning fault diagnosis software projects undertaken by Finnish contractual R&D provider VTT Electronics. Finally, suggestions are made concerning the use of the frameworks by managers of professional service organisations to develop an increased understanding of their own client relationship-specific competence dynamics.
Year of publication: |
2002
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Authors: | Skaates, Maria Anne ; Seppänen, Veikko |
Published in: |
European Management Journal. - Elsevier, ISSN 0263-2373. - Vol. 20.2002, 4, p. 430-437
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Publisher: |
Elsevier |
Keywords: | Professional services Competencies Client relationships Customer relationships Mutuality Particularity Contract R&D Knowledge management |
Saved in:
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