Assessing the Value Dimensions for Customers in Knowledge Intensive Business Services

  • Francesco Sole
  • Daniela Carlucci
  • Giovanni Schiuma
Part of the Communications in Computer and Information Science book series (CCIS, volume 49)


With the rise of knowledge economy, the importance of Knowledge Intensive Business Services (KIBS) has gradually increased as well as their overall impact on economy. However, in comparison with the manufacturing sectors, KIBS sector remains poorly studied. Especially little prior research has been done about the description and assessment of service value dimensions from a business customer’s perspective. This paper, on the basis of a literature review, identifies and describes eight different value dimensions. These dimensions represent the building blocks of a conceptual model proposed for assessing the value created by KIBS for business customers. Moreover, the paper describes an application of the model in a real case.


KIBS service value customer model case example 


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Copyright information

© Springer-Verlag Berlin Heidelberg 2009

Authors and Affiliations

  • Francesco Sole
    • 1
  • Daniela Carlucci
    • 1
  • Giovanni Schiuma
    • 1
    • 2
  1. 1.CVM-DAPITUniversità degli Studi della BasilicataPotenzaItaly
  2. 2.Center for Business Performance, Cranfield School of Management, CranfieldBedfordshireUK

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