Managing Relationship-driven Competence Dynamics in Professional Service Organisations

Maria Anne Skaates and Veikko Seppänen

European Management Journal, 2002, vol. 20, issue 4, 430-437

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.

Keywords: Professional; services; Competencies; Client; relationships; Customer; relationships; Mutuality; Particularity; Contract; R&D; Knowledge; management (search for similar items in EconPapers)
Date: 2002
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