Knowledge Management Systems Support for Value Co-Creation in KIBS Engagement

Abstract

Collaborative value creation (otherwise known as value co-creation) is a concept that has been explored over the years in the context of knowledge - intensive business services (KIBS) such as management consulting, engineering services, etc. A body of studies has investigated how to foster value co-creation among KIBS providers, clients, and partners during KIBS engagements. Knowledge processes have been identified as an important enabler of value co-creation. In organizations more generally, knowledge management systems and related ICT tools (referred to as KM tools in this research) have been identified to support knowledge processes. However, the support provided to knowledge processes in the specific context of KIBS engagements is yet to be explored. Through the development of a conceptual framework that examines the linkages between KM tools, knowledge processes, and value co-creation in the context of KIBS engagements, this research investigates how knowledge management systems provide support to value co-creation in KIBS engagements. We adopt a multiple case study research design. Using eight semi-structured interviews, we obtained data on knowledge processes and KM tools in KIBS engagements. The result is a refined framework that illustrates the type of KM tools currently used in KIBS engagements, the knowledge processes they support, and their relationship to value co-creation. We also present a discussion of how this framework can be applied practically. At a conceptual level, this study contributes to the field of KIBS by identifying how exactly knowledge processes provide support to value co-creation processes in KIBS engagements, and how KM tools provide support to knowledge processes. At a practical level, this study contribute s to the field of knowledge management systems design by providing guidance on the KM tools that can meet the specific needs of service providers, clients, and partners in the domain of knowledge-intensive services.