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Knowledge Management and Organizational Competence$
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Ron Sanchez

Print publication date: 2003

Print ISBN-13: 9780199259281

Published to Oxford Scholarship Online: January 2010

DOI: 10.1093/acprof:oso/9780199259281.001.0001

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PRINTED FROM OXFORD SCHOLARSHIP ONLINE (oxford.universitypressscholarship.com). (c) Copyright Oxford University Press, 2021. All Rights Reserved. An individual user may print out a PDF of a single chapter of a monograph in OSO for personal use. date: 04 December 2021

Competence-Based Competition: Gaining Knowledge from Client Relationships 1

Competence-Based Competition: Gaining Knowledge from Client Relationships 1

(p.77) 4 Competence-Based Competition: Gaining Knowledge from Client Relationships1
Knowledge Management and Organizational Competence

Petteri Sivula

Frans A. J. van den Bosch

Tom Elfring

Oxford University Press

Knowledge creation and organizational learning have become central concerns in strategic management. This chapter analyzes customer relationships as a source of new organizational knowledge. Knowledge absorption from customer relationships involves two key processes of organizational learning: creating new knowledge within the firm from client relationships and leveraging this new knowledge within the firm and in client relationships. The management of such learning and knowledge leveraging processes is critical to a firm's ability to build new organizational competences. These processes are examined in the context of knowledge intensive business service firms including both specialist and general management consulting firms, to gain insights into processes of strategic organizational learning. After presenting two brief case studies of knowledge absorption from clients, some implications for knowledge management in various kinds of client relationships are considered. This chapter contributes to the competence-based view of competition by developing a typology of client relationships and an integrative framework that helps to clarify several important types of knowledge absorption opportunities.

Keywords:   knowledge creation, organizational learning, knowledge management, client relationships, competition, organizational competences, business service firms, strategic management, organizational knowledge, knowledge absorption

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