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| Author: | Skaates, M. A. Seppanen, V. |
| Title: | Managing Relationship-driven Competence Dynamics in Professional Service Organisations |
| Journal: | European Management Journal
2002 : AUG, VOL. 20:4, p. 430-437 |
| Index terms: | SERVICE COMPETENCIES CLIENTS CUSTOMER RELATIONS KNOWLEDGE MANAGEMENT R&D |
| Language: | eng |
| Abstract: | Client relations play a major role in the competence development of professional service providers. However mutuality and particularity are also key concerns in providers' client relationships. Therefore four inter-linked frameworks for classifying relationship-related competence dynamics at the levels of the organisation, relationship, and network of relationships are presented. The frameworks are illustrated in a case concerning fault diagnosis software projects undertaken by Finnish contractual R&D provider VTT Electronics. Finally, suggestions are made concerning the use of the frameworks by managers of professional service organisations to develop an increased understanding of their own client relationship-specific competence dynamics. |
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