This dissertation focuses on Knowledge Intensive Business Services (KIBS). It aims to understand what these businesses are and to examine variety among them. In seeking to understand their diversity, I focus especially on the ‘knowledge bases’ at the core of their activities. The dissertation is based on three complementary studies. The first is a systematic review of the literature on KIBS. This is based primarily on a review of 130 carefully selected, relevant articles, and focuses on three questions: how are KIBS defined? how do KIBS compete? and how do KIBS innovate? The review shows that: (i) the literature is fragmented; most research does not build substantially on previous methods or findings; and (ii) while evidently heterogeneous, most of the literature has overlooked variety among KIBS. I also highlight what still needs to be known about KIBS.The second and third papers then focus on variety among KIBS, by classifying them according to their ‘knowledge bases’. In the first of these papers, I classify KIBS according to their primary knowledge bases, following the SAS Model, which identifies three: ‘analytical knowledge’, ‘synthetic knowledge’ and ‘symbolic knowledge’. Firms in three KIBS sectors: ‘architecture and engineering consultancy’; ‘specialist design’; and ‘computer and IT services’ are classified by their primary knowledge base according to information drawn from company websites. I then relate this classification to firm behaviour with respect to innovation, finding differences by primary knowledge base in the nature of the investments firms make to innovate, and in their propensities to innovate. In the second of the papers which relates ‘knowledge bases’ to KIBS, I develop the ‘knowledge bases’ approach conceptually, methodologically and empirically. Conceptually, I identify a hitherto unrecognised knowledge base: ‘compliance knowledge’. This relates to the knowledge of, and to interpretations of, laws and regulations. This knowledge base does not fit with any of the existing SAS types. Methodologically, I extract fuller information from company websites, and develop more sophisticated approaches to measurement, which allows multiple knowledge bases to be present in any one firm. Empirically, I successfully identify ‘compliance knowledge’, alongside ‘analytical’ and ‘symbolic knowledge’. I show that these are unevenly distributed across KIBS industries, including ‘advertising and design’, ‘architecture’, ‘engineering consultancy’ and ‘market research’, but importantly there is no one-to-one mapping between knowledge bases and industries. I discuss the implications of this, including for understanding the diversification of KIBS. This dissertation therefore contributes conceptually, methodologically and empirically to both understanding variety among KIBS and to the ‘knowledge bases’ literature.

The complexity that digital transformation brings to the business environment requires new knowledge and expertise in different domains. To avoid the extensive costs of acquiring and managing this knowledge internally, organizations frequently collaborate with external consultancies. In this exploratory case study, we investigate what role the consultancy agencies take within client organizations' transformation journey and how this role is affected by the dynamic nature of digital transformation. The study reveals that the notion of digital transformation in the business environment is fuzzy and challenging not only to the client organization but to the consultancy agency itself which leads to the necessity to narrow down the notion of digital transformation and form a new role.

Hoy en día son más los empresarios que necesitan y desean trabajadores comprometidos y leales para con su misión empresarial y a su vez, los colaboradores reclaman también el compromiso con ellos en su desarrollo profesional, personal y creativo. Es por ello que saber gestionar correctamente el clima laboral de una empresa es fundamental para los dueños o gerentes de todo tipo y tamaño de organización. Asimismo, se sabe que muchas empresas conocen de la importancia de un buen clima laboral, pero invertir en infraestructura o procesos dentro de la misma para mejorar el clima laboral resulta en costos muy altos y a veces impagables. Es por ello que se ha desarrollado “Workground”, una plataforma en la cual empresas de todos los tamaños y rubros pueden encontrar diversas opciones para mejorar el clima laboral de las empresas sin necesidad de realizar grandes inversiones o cambios dentro de la estructura de estas, ya que todos los servicios serán ofrecidos por terceros, pero ajustándose a las necesidades de cada organización. Las empresas que ofrecen servicios de co-working, restaurantes saludables, spas, gimnasios, pueden unirse a través de un convenio de descuento por volumen que será pactado previamente con ellos para el beneficio de tanto Workground como el del establecimiento en cuestión. / Nowadays, increased businesspeople need and want committed and loyal workers for their business mission, and, at the same time, employees also demand commitment with them in their professional, personal, and creative development. That is why knowing how to effectively manage the work environment of a company is essential for owners or managers of all types and sizes of organizations. It is also known that many companies are aware of the importance of an excellent work environment but investing in infrastructure or processes within the company to improve the work environment results in extremely high and sometimes unaffordable costs. That is why "Workground" has been developed, a platform in which companies of all sizes and industries can find diverse options to improve the work environment of the companies without the need for large investments or changes within the structure of these, since all services will be offered by third parties, but adjusting to the needs of each organization. Companies that offer co-working services, healthy restaurants, spas, gyms, can join through a volume discount agreement that will be previously agreed with them for the benefit of both Workground and the establishment in question. / Trabajo de investigación

Submitted by Mariana Dornelles Vargas (marianadv) on 2015-05-20T18:38:42Z No. of bitstreams: 1 gestao_conhecimento.pdf: 1698916 bytes, checksum: 5bbb640f2ba3b32a953bb3ed12a5bcb9 (MD5) / Made available in DSpace on 2015-05-20T18:38:42Z (GMT). No. of bitstreams: 1 gestao_conhecimento.pdf: 1698916 bytes, checksum: 5bbb640f2ba3b32a953bb3ed12a5bcb9 (MD5) Previous issue date: 2011-07-25 / FUNDEPE - Fundação Universitária para Desenvolvimento do Ensino e da Pesquisa / Esta dissertação visa contribuir conceitualmente através da análise das relações entre os campos conceituais de Avaliação de Desempenho (GQ) e Gestão do Conhecimento (GC) baseada em evidências (EBMgt), sob a perspectiva da Administração Estratégica de recursos em serviços intensivos em conhecimento. Para tanto, foram realizados três estudos exploratórios em organizações hospitalares brasileiras com o objetivo de analisar como estes serviços podem ser qualificados a partir da gestão do conhecimento baseada em evidências utilizando indicadores de desempenho. O referencial bibliográfico sobre Avaliação de Desempenho (Gestão da Qualidade), a aplicação de Sistemas de Informação em hospitais, as contribuições teóricas da Gestão Baseada em Evidências e os constructos à aplicação da Gestão do Conhecimento em serviços hospitalares foram revisados com vistas a realizar uma posterior análise de conteúdo a respeito deste tema. Tratou-se de um estudo essencialmente fenomenológico no qual a estratégia de aplicação da metodologia foi composta por três momentos. (1) Estudo Exploratório A em nove hospitais participantes do Sistema de Indicadores Padronizados para a Gestão Hospitalar com a intenção de qualificar o referencial teórico do projeto de pesquisa, aprimorar as perguntas de pesquisa e desenvolver uma estrutura de analise ajustada a serviços intensivos em conhecimento (KIBS). (2) Etapa Exploratória B: Estudo de Caso (J) em um hospital que atua sob o controle acionário do Ministério da Saúde e destina cem por cento de sua prestação de serviços ao SUS. (3) Etapa Exploratória C: Estudo de Caso (K) em um hospital filantrópico, que por força das regulamentações governamentais tem o mínimo de sessenta por cento de suas operações destinadas ao SUS e os outros quarenta por cento destinados a convênios e particulares. Os dados primários foram coletados através de entrevistas em profundidade realizadas com gestores hospitalares. Dados secundários coletados de relatórios publicados pelos dois hospitais estudados em profundidade foram utilizados para reforçar as análises das entrevistas com pessoas chave, conforme o tipo de arranjo organizacional de cada um dos dois hospitais. As duas instituições estudadas representam a maioria dos serviços hospitalares historicamente relevantes no Brasil, confirmando a relevância deste estudo para o campo aplicado. As análises de dados das três etapas da pesquisa de campo foram realizadas com o apoio do software NVIVO9®. A etapa Exploratória A originou a proposição de uma Estrutura de Análise de Indicadores de Desempenho para a Criação do Conhecimento Organizacional. As associações e conteúdos que emergiram do Caso J mostram como uma organização de saúde pública utiliza-se da avaliação de desempenho, do conhecimento e da pesquisa como recursos estratégicos. O Caso K, por sua vez, revela a primazia do modelo da Gestão da Qualidade com vistas à sustentabilidade assistencial e econômica dos serviços estudados. As conclusões apontam para a influência da pesquisa científica e de critérios de sigilo, confiabilidade e credibilidade quanto à mensuração de desempenho hospitalar através de um sistema de indicadores (A). Além disso, é possível supor que a problemática de hospitais ligados exclusivamente ao SUS direcione o debate teórico para questões assistenciais (B) enquanto que a problemática de hospitais privados e sem fins lucrativos dirija o debate teórico para a redução de custos e eficiência de processos (C). / This thesis aims to contribute conceptually to current literature by analyzing the relationship among the conceptual fields of Performance Evaluation (Total Quality Management TQM), Knowledge Management (KM), and Evidence-based Management (EBMgt), from the perspective of Strategic Management of Resources in knowledge-intensive business services. Three exploratory studies were conducted in Brazilian hospital organizations in order to analyze how these services can be qualified with an evidence-based knowledge management approach using performance indicators. References on Performance Evaluation (TQM), the application of Information Systems in hospitals, theoretical contributions of EBMgt and constructs concerning the application of KM in hospital services were reviewed for the purpose of performing further content analysis on the subject. This was an essentially phenomenological study based on a three-stage strategy for implementing the methodology. (1) Exploratory Stage A: a study was conducted in nine hospitals participating in the System of Standard Indicators for Hospital Management aiming to develop a qualified theoretical framework for research, to improve survey questions, and to develop an analysis framework adjusted to knowledge-intensive business services (KIBS). (2) Exploratory Stage B: a Case Study (J) in a hospital that operates under common ownership by the Brazilian Ministry of Health and exclusively serves the Brazilian public health system. (3) Exploratory Stage C: a Case Study (K) in a charity hospital that, according to government regulations, allocates 60% of services to the Brazilian public health system and 40% to private patients and health plan/fee for service programs. Primary data were collected through in-depth interviews conducted with hospital managers. Secondary data were abstracted from reports published by both hospitals under study and used to strengthen the analysis of interviews with key people, according to the individual organizational arrangement of each hospital. These two institutions represent most of the historically relevant hospital services offered in Brazil, corroborating the relevance of this study to the applied field. Data analysis was performed using NVIVO9®. Data from Exploratory Stage A provided a basis for the proposal of an Analysis Framework of Performance Indicators for the development of an Organizational Knowledge. The content and associations resulting from Case J showed how Performance Evaluation, knowledge and research can be used as strategic resources by public health organizations. Case K, in turn, revealed the primacy of the TQM model targeting health care and economic sustainability of the services investigated. The conclusions suggest the influence of scientific research and criteria of confidentiality, reliability and credibility on the assessment of hospital performance using a system of indicators (A). In addition, we may assume that issues involving hospitals serving exclusively the Brazilian public health system direct the theoretical debate towards welfare issues (B), whereas issues involving private and nonprofit hospitals lead the theoretical debate to address cost reduction and process efficiency (C).

全球的經濟發展階段已進入知識經濟與服務經濟時代，在知識經濟與服務經濟的交錯發展下，服務業當中依賴專業知識或是特定技術或特定功能領域，並具有高附加價值之知識密集服務業，成為下一波的經濟成長動力。有鑑於知識是知識密集服務業創新的基本要素，知識密集服務業如何透過有效的知識管理提升組織知識的價值，進而不斷的產生創新性的產品或服務，以形成企業的競爭優勢，為企業在經營管理上的重要課題。 本研究將知識密集服務業之知識管理與服務創新模式相結合，探討當企業將知識管理作為策略性工具來實現服務創新的目標時，兩者之關聯性。同時，本研究並深入分析知識密集服務業之知識管理促動因子、知識管理活動以及服務創新的重要影響因素。本研究之研究對象是以一家在國內已推行知識管理多年，且服務創新相當成功的法律事務所作為代表性個案進行研究，並經由學理驗證得出以下研究結論： 在知識管理促動因子與知識管理之關聯性得出以下結論： 1.領導者的態度與明確的知識管理策略是知識管理成功的關鍵因素。 2.企業的團隊合作文化與信任文化越盛行，知識創造與擴散活動越容易進行。 3.資訊科技的選擇性導入，有助於提升組織知識吸收、蓄積與擴散的速度。 4.企業是否提供員工長期性的獎勵措施，會影響員工對知識吸收、創造與擴散活動的參與意願及貢獻程度。 在知識密集服務業之知識管理活動方面得出以下結論： 1.在知識密集服務業的公司，輸入及吸收外部知識是組織能持續進行知識創造的重要方式。 2.基於知識密集服務業之高專業性、高知識密集性的特性，人員的知識與技能是公司知識蓄積的主要載體。 3.知識密集服務業的公司採取以師徒制度為主，教育訓練為輔的人員訓練方式，對知識擴散活動有正面的影響。 在知識密集服務業之服務創新方面得出以下結論： 1.知識密集服務業的公司會根據市場變化與客戶需求來創新服務概念，以提升核心競爭力。 2.知識密集服務業之新客戶介面的重要創新因素，在於能依據實際及潛在客戶的需求特性，建立具有附加價值的服務平台，以提升顧客滿意度。 3.在知識密集服務業的公司，完善的人員教育訓練與人才培育是新服務傳遞系統的重要創新因素。 4.成功創新的知識密集服務業者，於新服務概念、新客戶介面、新服務傳遞系統三構面間的相互配合程度相當良好。 在知識密集服務業之知識管理與服務創新的關聯性得出以下結論： 1.知識密集服務業之知識吸收與創造活動，有助於加速新服務概念的形成。 2.知識密集服務業與客戶間的知識吸收與創造活動，有助於建構符合客戶需求之新客戶介面，並降低創新過程中不確定的風險。 3.知識密集服務業之知識蓄積與擴散活動，對新服務傳遞系統的進行有顯著的正面影響。 4.知識密集服務業將知識管理作為創新服務的策略性工具時，有助於加速實現服務創新的目標。 / In the 21st century, the world economy has two highly important developments: the rise of the service sectors and the growing role of knowledge. Especially, the service sectors have increased dramatically in recent years and they occupy a large share of the economy of advanced industrial societies. Among the service sectors, knowledge-intensive business services (KIBS) is strong momentum of the economic growth. As “knowledge” is a basic element of KIBS’s innovation, how to implement knowledge management effectively to enhance the value of organizational knowledge and make KIBS continually produce innovative products or services as well as create a competitive advantage is an important issue on business management for enterprises. This research aims to combine knowledge management with service innovation and to analyze when KIBS firms adopt knowledge management as a strategy to achieve the objective of service innovation, the relationships between knowledge management and service innovation. This research also describes the issues of knowledge management enablers, knowledge management activities and service innovation implemented in KIBS firms. Additionally, this research, through a case study conducted on a successful law firm in Taiwan, further explored the relationships between knowledge management and service innovation. The conclusion of this research may include in four aspects: 1.The findings of the research regarding relationships between knowledge management enablers and knowledge management in KIBS are as follows: (1)Leadership and clear knowledge management strategy are critical success factors in knowledge management. (2)The more teamwork culture and trust culture existed in KIBS firms, the easier knowledge creation and diffusion activities implemented. (3)Application of appropriate information technology in KIBS firms can enhance the speed of organizational knowledge absorption, accumulation and diffusion. (4)Whether enterprises can offer long-tem incentives to employees will affect employees’ participation willingness and contribution degree for knowledge absorption, creation and diffusion activities thereof. 2.The findings of the research regarding knowledge management activities in KIBS are as follows: (1)In KIBS firms, input and absorb knowledge from external sources is an important manner of continually facilitating knowledge creation. (2)Based on KIBS’s characteristics of high professional and high knowledge-intensive, personnel’s knowledge and skills are main carriers of knowledge accumulation in KIBS firms. (3)In KIBS firms, adoption of “mentoring-based, education and training-supplemented” as staff training methods will make positive impact on knowledge diffusion activities. 3.The findings of the research regarding service innovation in KIBS are as follows: (1)To enhance the core competitiveness, KIBS firms will create “new service concept” in accordance with market changes and customers’ needs. (2)In KIBS firms, a critical innovation factor of “new client interface” is whether they can build a value-added service platform in accordance with actual and potential customers’ needs so as to enhance customer satisfaction. (3)Successful education and training on employees is a critical innovation factor of “new services delivery system” in KIBS firms. (4)In successful KIBS firms, organizational interaction and coordination between “new service concept”, “new customer interface” and “new service delivery system” would be excellent. 4.The findings of the research regarding relationships between knowledge management and service innovation in KIBS are as follows: (1)In KIBS firms, through knowledge absorption and creation activities, it can speed up the formation of “new service concept”. (2)Through Knowledge absorption and creation activities between KIBS firms and their clients, it can assist KIBS firms in building “new client interface” and reducing potential risk in the innovation process. (3)In KIBS firms, knowledge accumulation and diffusion activities may make a significant positive impact on “new service delivery system”. (4)When KIBS firms adopt knowledge management as a strategy to innovate services, it can speed up to achieve the objective of service innovation.

Les organisations contemporaines collaborent de plus en plus avec leurs partenaires. Cette dimension ouverte leur permet d’être plus réactives face aux changements que leur imposent leurs environnements. La caractéristique de la collaboration est due, pour les entreprises, au nouvel environnement économique, qui fait de l'interopérabilité et l'agilité deux des principaux résultats que les entreprises doivent atteindre. Ce contexte correspond au cadre global de nos travaux, qui porte sur la question suivante : Comment concevoir une architecture orientée services dirigée par le métier dans le cadre d’une collaboration inter-organisationnelle ?L’intérêt de ce travail est de proposer une méthode qui assure l’efficacité et l’efficience d’une collaboration, en utilisant les principes de BPM et SOA pour dépasser les barrières conceptuelle et technologique de l’interopérabilité. On explique comment identifier, spécifier et réaliser les processus et les services de collaboration entre différents participants. Pour cela, on adopte une vision transversale de l’entreprise centrée sur les processus métiers. Ensuite, l’approche MDA est utilisée comme un fil conducteur pour synchroniser les modèles des processus métiers découverts à l’aide de l’approche BPM avec ceux des services identifiés avec la démarche SOA. Dans ce schéma, les processus métiers assurent l’interopérabilité au niveau métier tandis que l’utilisation des services réutilisables, des standards et des architectures préconisés par SOA soutiennent l’interopérabilité au niveau IT.Cette méthode se base sur un style de modélisation hiérarchique avec des diagrammes de haut niveau qui sont ensuite enrichis à des niveaux plus bas / Global acceleration of exchanges in goods and services requires organizations to adopt an open view beyond their own boundaries at both business and technological levels. In the new economic environment enterprises must achieve both interoperability and agility. In this thesis the main research question is the following: How to design a service oriented architecture methodology driven by business to support inter-organizational collaboration?To overcome the conceptual and technological barriers of interoperability. We propose a top-down model driven method based on BPM and SOA principles to ensure collaboration efficiency and effectiveness. The proposed method explains how to identify, specify and implement collaborative processes and collaborative public services. In the proposed method business processes ensure interoperability at the business level, while reusable services, standards and SOA platform support interoperability at the IT level

Ce travail doctoral s’intéresse aux choix du mode d’entrée des PME de service d’ingénierie souhaitant s’implanter sur les marchés émergents. Le contexte est à un double titre : un pays d’économie en transition, la Russie, et une PME du type Born Global de services à forte intensité de connaissances (SFIC), secteur parapétrolier. Notre recherche porte sur la détermination des facteurs qui permettent de franchir avec succès les barrières à l’entrée dans ce contexte. Nous avons procédé à la collecte des données empiriques primaires sur le terrain en conduisant une analyse qualitative exploratoire longitudinale d’étude de cas unique sur la période 2006-2013. L’étude de cas a été privilégiée afin de valider nos propositions de recherche issues des travaux scientifiques identifiés tel que les théories concernant les modes d’entrée, les PME Born Global, l’internationalisation des activités de services aux entreprises, les réseaux relationnels. Les résultats obtenus montrent que les PME SFIC du type Born Global se développe à l’international en suivant leurs clientèles, en s’appuyant sur le marketing relationnel et sur leur réseau comme un outil d’accès à une information fiable dans une espace volatile, à la différenciation de l’offre et à la rapidité de réaction pour exploiter une stratégie de niche. La nature d’activité des SFIC nécessite pour convaincre les clients, d’exploiter les capacités rhétoriques du personnel en contact, faire attention à l’image projetée et de gérer les relations et les interactions avec les clients centraux. Nos résultats font apparaître l’importance de l’étape pré-export pour la réussite du projet d’implantation dans ce contexte de marché. / This research work focuses on the entry mode choices that best fit the needs of SMEs of engineering services which set up their business into emerging markets. The context is twofold: a country with transition economy, Russia, and the so-called « Born Global » SME of knowledge intensive business services (KIBS), operating in the oilfield sector. Our study tries to identify factors that may help successfully overcome the entry barriers in this particular context. To conduct this research, we used an empirical approach of primary data collected directly from the field. Our exploratory qualitative analysis has been carried out longitudinally and involves data collection of single case study over the period 2006-2013. The method of single case study was privileged in order to validate our research proposals that emerged from the theoretical background related to the works about: entry mode, « Born Global » SME, the internationalization of professional business service, networks. Our descriptive results indicate that « Born Global » KIBS firms attempt to set up their business by following their clients, through relationship marketing and networks approach as a tool to get an access to reliable information in the turbulent environment, reinforced by the offer differentiation, reactivity and a niche strategy. The work and the outcomes of KIBS cannot be immediately evaluated, which require to convince customers through the management of rhetorical skills of contact persons, image production and interactions with central clients. Moreover, our results show the importance of pre-export phase to perform better the set up project in the context of emerging market.

La tesi si prepone di analizzare il significato di design nel contesto dell’industria agro-alimentare in Italia, con particolare riferimento alle teorie dell’innovazione tramite servizi (Miles et al., 1995; Tether et al., 2001). Precedenti studi sulla professionalizzazione di una disciplina hanno supportato una prima fase di ricerca, durante la quale si è cercato di valutare se si sta sviluppando una disciplina del design agro-alimentare (Hodgson, 2002). Successivamente, la ricerca ha analizzato come le imprese del settore abbiano sviluppato ed integrato specifiche competenze mirate a fare del design uno strumento di crescita innovativa (Jennings e Wood, 1994, Meroni, 2000, Miele e Murdoch, 2002). La metodologia si basa su casi studio tratti da dati di fonte primaria e secondaria. Un primo risultato ha evidenziato l’importanza dell’innovazione di tipo organizzativo, in particolare il lavoro di progetto ed un rapporto frequente con il cliente. Lo studio enfatizza inoltre che le aziende agro-alimentari debbano considerare aspetti legati all’innovazione in concomitanza a quelli legati all’estetica. Nei casi in cui il prodotto non rappresenti l'unica interfaccia col cliente (es. settore vinicolo), la ricerca suggerisce che la funzione di servizio del design emerge come preminente. / This thesis unveils the meaning of design in the context of the agro-food industry in Italy from a service innovation perspective (Miles et al., 1995; Tether et al., 2001). Different theoretical underpinnings have been called: previous studies on the professionalisation of a discipline have helped to assess the extent to which a discipline of agro-food design is emerging (Hodgson, 2002). Additional insight is provided by the analysis of firms and sectors that have integrated design-related expertise into their activities and, consequently, contributed to further our understanding on this matter (Jennings and Wood, 1994, Meroni, 2000, Miele and Murdoch, 2002). A qualitative approach has combined both primary- and secondary-source data. The study indicates that organisational innovations are crucial for the competitiveness of Italian design firms, project-based activity and close relationship with client firms in particular. Case studies on medium and large agro-food firms point to a blurring line between design and marketing. The study emphasises that both the innovation and aesthetic components must be considered. In cases where the product is not the only interface with the client (e.g. winemaking sector), the research suggests that the service trait of the design activity is becoming increasingly relevant.

This is a study of innovation in Knowledge Intensive Business Services (KIBS) and the impact innovation has on employment. The thesis relies on theories within the fields of "innovation in services", in particular KIBS, and "innovation and employment", taking as its point of departure the taxonomy of product and process innovation. The thesis is based on a discussion of innovation in services with a focus on how innovation in services may be understood and delineated. A long discussion is dedicated to the taxonomy of product and process innovation and the extent to which these concepts may be applicable to innovation in services. The thesis also scrutinises the concept of KIBS and how this can be defined. It further discusses features commonly associated with KIBS firms. The thesis is also rooted in the broader issue of innovation as a creator and destroyer of employment and makes a contribution in applying these issues to service sectors. The empirical part of the thesis builds on a database compiled for the research project, comprised of 967 Swedish KIBS firms. The database covers issues of innovation, employment and characteristics of the firm. The findings indicate that innovation was common in Swedish KIBS firms and that innovations often had an impact on employment. However, the thesis did not detect a straightforward relation between type of innovation (technological process innovation, organisational process innovation, goods product innovation and service product innovation) and the impact on employment. Explanations other than type of innovation have to be considered to analyse the impact of innovation on employment. The thesis further suggests that although innovation in KIBS is common, innovation itself is difficult to conceptualise and delineate.

The purpose of this study was to explore key factors to consider for a Swedish Knowledge Intensive Business Services (KIBS) firm to successfully enter the Norwegian market, and examine how these factors compare to incumbent theories on foreign market establishment. The study is based on an interpretivist research design and utilizes qualitative methods in order to achieve the intended purpose. The empirics were gathered by a combination of methods, namely, an extensive literature review, a pilot-study, and a multiple-case study. The data gathering methods utilized in the pilot study were semi-structured interviews conducted with individuals with expertise in the KIBS environment, as well as participant observations. The pilot study resulted in a deeper understanding of the KIBS sector. The multiple-case study consisted of semi-structured interviews with Swedish KIBS firms that have entered the Norwegian market. The empirics have been analyzed and discussed in relation to existing literature. Consequently, several success factors and pitfalls have been identified that may aid an internationalizing firm, especially a Swedish KIBS firm entering the Norwegian market. The identified success factors were: Narrow your focus through relational embeddedness, Understand customer’s business, Educate customers, Become familiar with foreign laws, Be aware of network position, Exploit existing networks, Identify new relevant networks, Refresh and expand the network, and Ensure relational embeddedness with key actors. The identified pitfalls were: Underestimation of time and resources required, Lacking awareness of aggravating effects, Knowledge transfer problems, Failure of internally anchoring foreign ventures, Underestimation of the language barrier, Underestimation of differences in organizational structures, Underestimation of the cost of spatial distance, Underestimation of Patriotism, and Underestimation of loyalty to suppliers. Moreover, the study provided insights as to how the concepts of liability of foreignness and liability of outsidership might interplay, and thereby exert pressure on a firm's dynamic internationalization capabilities in the foreign market establishment process. As such, the need for firms and researchers to undertake a holistic view in order to avoid faulty conclusions has been discussed and visualized. / Syftet med denna studie var att utforska nyckelfaktorer för svenska KIBS-företag som vill expandera till den norska marknaden. Vidare analyserades det hur dessa faktorer relaterar till befintliga teorier inom marknadsetablering. Studien är baserad på en forskningsdesign där kvalitativa metoder används för att uppnå syftet. Empirin är insamlad via en kombination av metoder, nämligen en omfattande litteraturstudie, en pilotstudie och en flerfallsstudie. Datainsamlingsmetoderna som användes i pilotstudien var semistrukturerade intervjuer med personer som har erfarenhet inom KIBS-miljön och även deltagarobservationer. Pilotstudien resulterade i en djupare förståelse av KIBS-sektorn. Flerfallsstudien bestod av semistrukturerade intervjuer med svenska KIBS-företag som har expanderat till den norska marknaden. Empirin har analyserats och diskuterats i relation till befintlig litteratur. Utifrån analysen identifierades flertalet framgångsfaktorer samt fallgropar. Genom att belysa dessa faktorer underlättas internationaliseringen för företag, i synnerhet för svenska KIBS-företag som vill expandera till den norska marknaden. De framgångsfaktorer som identifierades var: Begränsa sin fokus genom relationell inbäddning, Förstå kundens verksamhet, Utbilda kunder, Bli bekant med utländska lagar, Var medveten om nätverksposition, Utnyttja befintliga nätverk, Identifiera nya relevanta nätverk, Uppdatera och utöka nätverket och Säkerställa relationell inbäddning med nyckelaktörer. Medan de fallgropar som identifierades var: Underskattning av tid och resurser, Bristande medvetenhet om försvårande effekter, Kunskapsöverföringsproblem, Misslyckande med att internt förankra utländsk satsning, Underskattning av språkbarriären, Underskattning av skillnader i organisationsstrukturer, Underskattning av avståndskostnader, Underskattning av patriotism och Underskattning av lojalitet mot leverantörer. Vidare har det argumenterats för att det finns ett samspel mellan koncepten liability of foreignness och liability of outsidership som sedermera sätter press på ett företags dynamiska internationaliseringsförmågor. Följaktligen har det även visualiserats samt diskuterats att företag och forskare bör vidta ett holistiskt synsätt för att undvika att dra felaktiga slutsatser i internationalseringsprocesser.