Effective customer-related knowledge transfer can be seen as the cornerstone of customer value creation in collaborative relationships between professional service organisations and their customers. Our intention in this paper is to describe how different work groups within organisations...

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...

Building long-term and close customer relationships is an ever-salient function in business-to-business organisations and, especially, in expert organisations where high levels of trust and close customer interaction are needed in the production of the services. A key account management (KAM)...