Professional concern: managing knowledge‐based service relationships

Abstract

Research has shown that managing client participation can add value to the delivery of quality services. While several control mechanisms have been proposed in the literature for the management of complex service relationships, they generally fail to account for two realities of service provider/client relationships ‐‐ information asymmetry and uncertainty. This paper proposes a new mechanism, “professional concern,” and suggests that its various dimensions ‐‐ provider authority, social affiliation, client role accountability and objective attitude ‐‐ provide a framework for managing knowledge‐based service relationships and optimizing decision‐making processes for delivering quality services.

Citation

Mills, P.K. and Moshavi, D.S. (1999), "Professional concern: managing knowledge‐based service relationships", International Journal of Service Industry Management, Vol. 10 No. 1, pp. 48-67. https://doi.org/10.1108/09564239910255370