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The Influence of Internal Communities of Practice on Customer Perceived Value in Professional Service Relationships

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  • Satu Nätti
  • Johanna Still

Abstract

Effective customer-related knowledge transfer can be seen as the cornerstone of customer value creation in collaborative relationships between professional service organisations and their customers. Our intention in this paper is to describe how different work groups within organisations (communities of practice) influence the perceived customer value. We approach this phenomenon from a relationship management perspective and use literature from relationship marketing, organisation research and knowledge management as a theoretical basis. Empirically the paper is based on an information-rich explorative case study of a professional service organisation, operating in the consultancy and training business, and its relationship with one of its customers.

Suggested Citation

  • Satu Nätti & Johanna Still, 2007. "The Influence of Internal Communities of Practice on Customer Perceived Value in Professional Service Relationships," The Service Industries Journal, Taylor & Francis Journals, vol. 27(7), pages 893-905, October.
    • Handle: RePEc:taf:servic:v:27:y:2007:i:7:p:893-905
    DOI: 10.1080/02642060701570644
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    Cited by:

    1. Yi-Wen Fan & Edward Ku, 2008. "Customer focus, service process fit and customer relationship management profitability: the effect of knowledge sharing," The Service Industries Journal, Taylor & Francis Journals, vol. 30(2), pages 203-223, February.

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