This paper examines complex service offerings and the creation of systemic customer value in such settings. We explore the extent to which customers value systemic offerings as opposed to more separated offerings. We conducted a questionnaire survey within the customer base of two Finnish...

The purpose of this study is to identify key capabilities in knowledge-intensive service business. Current service research lacks evidence on this topic, since knowledge-intensive services constitute a very heterogeneous group, making the identification of key capabilities challenging. To bridge...

An important factor facilitating the internationalization of product-oriented companies is an appropriability regime allowing a firm to become the sole or dominant provider of specific products. The challenge for service firms is that many appropriability mechanisms, such as patents, are...