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.