Service Science: Research and Innovations in the Service Economy

Knowledge Services Management

Organizing Around Internal Markets

Authors: Mills, Peter K., Snyder, Kevin M.

  • Combines principles of corporate strategy, human resource management, and organization design in discussing ways in which managers can develop a distinctive competitive edge in knowledge services organizations
  • Integrates management, marketing and operations management to address issues facing managers of knowledge services
  • Presents secondary differentiation strategies for sustained competitive advantages in knowledge services
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eBook $89.00
price for USA (gross)
  • ISBN 978-0-387-09519-6
  • Digitally watermarked, DRM-free
  • Included format: PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $119.00
price for USA
  • ISBN 978-0-387-09518-9
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Softcover $119.00
price for USA
  • ISBN 978-1-4614-2454-3
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
About this book

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 asserted significant influence on the work landscape for both workers and management; most notably, that the means of production are controlled by workers themselves. The response is a growing awareness that the work landscape for knowledge services can no longer be effectively managed by relying on the traditional hierarchical paradigm.

Given these current challenges, the design framework presented in this book is based on internal market principles along with customer integration into the boundaries of the organization. This framework initiates new and effective ways of designing knowledge services for sustained competitive advantage. The indispensable role of customer/client in the operations of these organizations is examined, as is the creation of the "Proventure Workplace", a work environment which accentuates jobs requiring rich cognitive skills for continuing innovation and creativity. By adopting an internal market perspective the firm can integrate the science and art of management with the design realities of contemporary knowledge services.

Knowledge Services Management provides valuable tools for readers involved in all aspects of knowledge services from researchers to managers and students alike.

Reviews

From the reviews:

“The aim of this book is to analyse the fundamentals of designing knowledge service organisations both at an individual staff and organisation-wide level. … this is an easy-to-read book that provides a rich set of both theoretical background and industry evidence of the strategies for designing, managing, and controlling the labour as well as the workspace of knowledge services firms. … The book constitutes a useful reading for researchers-academics, high level students, and professionals involved and interested in the management of knowledge services.” (Marianna Sigala, Journal of Product and Brand Management, Vol. 20 (1), 2011)

Table of contents (8 chapters)

  • Defining Competitive Advantage in Knowledge Services

    Mills, Peter K. (et al.)

    Pages 1-22

  • Understanding The Logic Of Knowledge Service Sustainability: Customer Alliances

    Mills, Peter K. (et al.)

    Pages 23-47

  • Building Advantage: Managing Customer Alliances By Professional Distance

    Mills, Peter K. (et al.)

    Pages 48-69

  • Building Knowledge Advantage: Internal Market Imperatives

    Mills, Peter K. (et al.)

    Pages 70-93

  • Building Advantage: Management By Mistrust In Controlling Empowered Proventure Workers

    Mills, Peter K. (et al.)

    Pages 94-110

Buy this book

eBook $89.00
price for USA (gross)
  • ISBN 978-0-387-09519-6
  • Digitally watermarked, DRM-free
  • Included format: PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $119.00
price for USA
  • ISBN 978-0-387-09518-9
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Softcover $119.00
price for USA
  • ISBN 978-1-4614-2454-3
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
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Bibliographic Information

Bibliographic Information
Book Title
Knowledge Services Management
Book Subtitle
Organizing Around Internal Markets
Authors
Series Title
Service Science: Research and Innovations in the Service Economy
Copyright
2009
Publisher
Springer US
Copyright Holder
Springer-Verlag US
eBook ISBN
978-0-387-09519-6
DOI
10.1007/978-0-387-09519-6
Hardcover ISBN
978-0-387-09518-9
Softcover ISBN
978-1-4614-2454-3
Series ISSN
1865-4924
Edition Number
1
Number of Pages
VIII, 189
Number of Illustrations and Tables
50 b/w illustrations
Topics