Understanding knowledge in action in the context of managing services

Abstract

The concept of service has been often characterized in contrast with the goods oriented economy, where the focus is placed on the efficient production of goods that are embedded with value through a change in form during the manufacturing process. However, there has not been much debate as to how to approach issues of knowledge and skills for innovative services. In its attempt to introduce a framework for approaching such issues, this paper suggests that treating a service as a complex set of activities and gaining close understanding of knowledge practically managed as part of actual service activities is a fruitful way of conceptualising the relationship between service activities, value co-creation and knowledge management.