Value co-creation in knowledgei ntensive business services context: ERP consulting service: case study Grant Thornton

Abstract

This study aims to identify how Knowledge Intensive Business Service (KIBS) providers can co-create value with their customers in order to meet customers' needs. The phenomenon is examined in the context of the ERP implementation service, where the implication of the customer is highly promoted. ERP project have been known for so long to be a complex software to implement in enterprises, and its success depends on a high level on human factor. It is in this scope that we positioned the purpose of this study, which aims to identify how the client can co-create value with the service supplier in order to successfully implement the software and meet his expectation from adopting it. The research opted for a case study of a consultancy firm that engages in ERP implementation services in order to explore the phenomenon in the field. We adopted a qualitative approach where data collection was done through semi-directive interviews with representatives of companies that have experienced the implementation of this software. The results of the research allowed us to identify the roles, activities and resources that the service provider and the client need to carry out jointly in order to create value for the client.