Capabilities in developing knowledgeintensive service business

Arto Wallin, Teea Palo

    Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review


    The development of an innovative service concept and superior customer value is a key success factor in the current business environment. In parallel with new service development, companies need to develop innovative business models to create value for the services. A key question in this development is what kind of capabilities companies can use to develop their knowledge-intensive services and service-based business models. The aim of the study presented in this paper is to identify and categorize the key capabilities needed. The empirical research consists of qualitative semi-structured interviews conducted in five companies currently developing their service business. As a result, the study presents a classification of the types of capabilities in service business development. This classification helps companies create and acquire the necessary capabilities and develop service-based business models.
    Original languageEnglish
    Title of host publicationVTT Symposium on Service Innovation
    Place of PublicationEspoo
    PublisherVTT Technical Research Centre of Finland
    Publication statusPublished - 2011
    MoE publication typeA4 Article in a conference publication
    EventVTT Symposium on Service Innovation - Espoo, Finland
    Duration: 18 Aug 201118 Aug 2011

    Publication series

    SeriesVTT Symposium


    ConferenceVTT Symposium on Service Innovation

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  • Cite this

    Wallin, A., & Palo, T. (2011). Capabilities in developing knowledgeintensive service business. In VTT Symposium on Service Innovation (pp. 62-72). VTT Technical Research Centre of Finland. VTT Symposium, No. 271