Towards identifying knowledge bases in KIBS through their service development process

Abstract

Purpose The purpose of this paper is to explore knowledge-intensive business services (KIBS), to understand how they implement their service development (SD) processes and how these processes are related to their knowledge bases (KB) as not enough studies have focussed on the understanding of KIBS heterogeneity, by analysing the nature and essence of these firms’ activities. Design/methodology/approach The work adopts the case study approach involving 12 KIBS firms with different KB according to Bjorn Asheim and colleagues’ “synthetic, analytical, symbolic model”, which identifies synthetic, analytical and symbolic primary KB. Findings The research results showed how the SD processes are systemised in KIBS companies depending on the KB. The proposed empirical method for defining KB confirmed the assumed existence of a new type or subtype of KB for legal companies “Compliance/Interpretive”. Research limitations/implications Further research, based on a larger number of companies, is needed to confirm or complement the results of this research, as well as to find more methods to define and evaluate KB on an empirical basis. Practical implications The correct classification of the applied KB can help a company to create effective processes for developing innovative services, while understanding of knowledge dynamic in general – to organise a working process that corresponds to employees’ needs and is more adaptable to the changes in society. Originality/value The study proposed a new empirical method for defining and evaluating KB in KIBS companies based on their SD processes. This study makes a significant contribution to research by identifying knowledge-integration practices needed to enhance innovation performance.

Driving forces behind service innovation in knowledge-intensive services with different knowledge bases

“…The sample was based on the classification of KIS sectors defined by the statistical classification of economic activities in the European Community (Nace Rev.2 codes). The main criteria for organisations' selectionto include the maximum variety of KIS representing all four KB (analytical, synthetic, symbolic and compliance) proposed in latest research (Pina and Tether, 2016;Krupskaya and Pina, 2022). The application of these KB was checked and confirmed in the present research.…”

“…The main characteristics of four KB developed by Pina (2015) and Krupskaya and Pina (2022) allowed to classify the companies according to their dominant KB (Table 3). The prevailing type of the KB influenced the whole innovation process and its results (Table 4).…”

“…This elaboration helps to identify the KB of the companies in a more precise way. The researchers for the first time on a theoretical basis proposed the new KB "Compliance" that could be applied by legal companies (Pina, 2015;Krupskaya and Pina, 2022).…”

“…Interaction between KIS and their clients is the central element of knowledge creation and processing (Bettencourt et al, 2002;Miles, 2005). Close relations with clients and highly tailor-made services on the one hand can lead to mutual influence of companies and Table 1 The elaboration of "summary of the main characteristics of the four differentiated KB" (Krupskaya and Pina, 2022) (Zieba et al, 2019), but on the other hand, too personalised solutions can reduce the possibility of innovation (Cabigiosu and Campagnolo, 2019).…”

“…Companies with a symbolic KB depend substantially on clients' investment and develop services according to their orders. Legal firms follow a strict process on the basis of previous experience and codified procedures (Krupskaya and Pina, 2022). They can produce innovative results if their activity, through a trial or consultancy, can affect the final decisions of legal procedures, leading to a change in existing laws.…”