CHAPTER 4

Knowledge-Intensive Services

In the previous chapter, the value co-creation framework and measurement model were introduced to guide service process design for all types of services. This chapter focuses specifically on knowledge-intensive services, a particular class of services in which the service process tasks and service product are primarily centered on information and information flows.1 Examples include professional services such as managerial and technology consulting, health care, legal services, and education. Although it has been estimated that at least 30 percent (and growing) of the U.S. workforce is engaged in knowledge work,2 designing the service delivery processes for knowledge-intensive services presents unique challenges ...

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