Knowledge Services Management Organizing Around Internal Markets
This book examines the transformation of the traditional workplace and responds to the demand for fresh approaches to the challenges faced by managers in designing knowledge services. Rapid technological development and changing economic conditions have a
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Service Science: Research and Innovations in the Service Economy
Knowledge Services Management Organizing Around Internal Markets
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Peter K. Mills and Kevin M. Snyder Knowledge Services Management Organizing Around Internal Markets
Service Science: Research and Innovations in the Service Economy Series Editors Bill Hefley IT Services Qualification Center (ITSqc) Carnegie Mellon University 5000 Forbes Avenue Pittsburgh, PA 15213 USA [email protected] Wendy Murphy IBM c/o 1954 Rocky Cove Lane Denton, NC 27239 [email protected]
Selected titles from this series: Bill Hefley and Wendy Murphy Service Science, Management, and Engineering Education for the 21st Century, 2008 ISBN 978-0-387-76577-8
For a complete listing of books in this series, go to http://www.springer.com
Peter K. Mills Kevin M. Snyder
Knowledge Services Management Organizing Around Internal Markets
123
Peter K. Mills University of Oregon Lundquist College of Business 1208 University of Oregon Eugene OR 97403-1208 Lillis Business Complex USA [email protected]
Kevin M. Snyder University of Massachusetts Isenberg School of Management 121 Presidents Drive Amherst MA 01003-4945 USA [email protected]
Series Editors: Bill Hefley IT Services Qualification Center (ITSqc) Carnegie Mellon University 5000 Forbes Avenue Pittsburgh, PA 15213 USA [email protected]
Wendy Murphy IBM c/o 1954 Rocky Cove Lane Denton, NC 27239 USA [email protected]
ISSN 1865-4924 e-ISSN 1865-4932 ISBN 978-0-387-09518-9 e-ISBN 978-0-387-09519-6 DOI 10.1007/978-0-387-09519-6 Springer New York Dordrecht Heidelberg London Library of Congress Control Number: 2009935052 c Springer Science+Business Media, LLC 2010 All rights reserved. This work may not be translated or copied in whole or in part without the written permission of the publisher (Springer Science+Business Media, LLC, 233 Spring Street, New York, NY 10013, USA), except for brief excerpts in connection with reviews or scholarly analysis. Use in connection with any form of information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed is forbidden. The use in this publication of trade names, trademarks, service marks, and similar terms, even if they are not identified as such, is not to be taken as an expression of opinion as to whether or not they are subject to proprietary rights. Printed on acid-free paper Springer is part of Springer Science+Business Media (www.springer.com)
Contents Preface ..................................................................................................................... vii
Chapter 1: Defining Competitive Advantage in Knowledge Services................... 1
Chapter 2: Understanding the Logic of Knowledge Service Sustainability: Customer Alliances .......................................................................................... 23
Chapter 3: Building Advantage: Managing Customer Alliances by Professional Distance ...............................................
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