This study aims to provide insights on the mechanisms of knowledge-based value creation in the context of a modern service economy. A particular focus of this paper is the concept of intangibility and its role in service operations. Intangibility is a key characteristic of services. However, a lack of in-depth understanding of the issue persists. This paper explores the intangibility of services through the concepts and models developed by the intellectual capital research stream. The aim is to construct a framework to account for intangibility as a characteristic of service, using a literature review and case studies in ten Finnish organisations. As a result, this article provides new knowledge about the service provider's and customer's intangible resources, intangible output elements and the transformation of intangible resources into other resources and, finally, into customer value. . He also holds the position of Adjunct Professor at Aalto University, School of Science and Technology. He has over a decade of research experience dealing with the measurement and management of intellectual capital and business performance. Currently, service activities are a focal area of his research.
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H. Laihonen and A. Lönnqvist