© 2009

Knowledge Services Management

Organizing Around Internal Markets

  • Combines principles of corporate strategy, human resource management, and organization design in discussing ways in which managers can develop a distinctive competitive edge in knowledge services organizations

  • Integrates management, marketing and operations management to address issues facing managers of knowledge services

  • Presents secondary differentiation strategies for sustained competitive advantages in knowledge services


Table of contents

  1. Front Matter
    Pages i-vi
  2. Peter K. Mills, Kevin M. Snyder
    Pages 1-22
  3. Peter K. Mills, Kevin M. Snyder
    Pages 70-93
  4. Peter K. Mills, Kevin M. Snyder
    Pages 111-136
  5. Peter K. Mills, Kevin M. Snyder
    Pages 137-151
  6. Peter K. Mills, Kevin M. Snyder
    Pages 152-157
  7. Back Matter
    Pages 1-30

About this book


This book examines the transformation of the traditional workplace and responds to the demand for fresh approaches to the challenges faced by managers in designing knowledge services. Rapid technological development and changing economic conditions have asserted significant influence on the work landscape for both workers and management; most notably, that the means of production are controlled by workers themselves. The response is a growing awareness that the work landscape for knowledge services can no longer be effectively managed by relying on the traditional hierarchical paradigm.

Given these current challenges, the design framework presented in this book is based on internal market principles along with customer integration into the boundaries of the organization. This framework initiates new and effective ways of designing knowledge services for sustained competitive advantage. The indispensable role of customer/client in the operations of these organizations is examined, as is the creation of the "Proventure Workplace", a work environment which accentuates jobs requiring rich cognitive skills for continuing innovation and creativity. By adopting an internal market perspective the firm can integrate the science and art of management with the design realities of contemporary knowledge services.

Knowledge Services Management provides valuable tools for readers involved in all aspects of knowledge services from researchers to managers and students alike.


Customer-Client alliances Internal markets Knowledge-service governance and control New service structures and designs Pr control controlling customer alliances development innovation knowledge production management organization organizations

Authors and affiliations

  1. 1.Lundquist College of BusinessUniversity of OregonEugeneU.S.A.
  2. 2.Isenberg School of ManagementUniversity of MassachusettsAmherstU.S.A.

Bibliographic information

Industry Sectors
Chemical Manufacturing
Consumer Packaged Goods
Materials & Steel
Finance, Business & Banking


From the reviews:

“The aim of this book is to analyse the fundamentals of designing knowledge service organisations both at an individual staff and organisation-wide level. … this is an easy-to-read book that provides a rich set of both theoretical background and industry evidence of the strategies for designing, managing, and controlling the labour as well as the workspace of knowledge services firms. … The book constitutes a useful reading for researchers-academics, high level students, and professionals involved and interested in the management of knowledge services.” (Marianna Sigala, Journal of Product and Brand Management, Vol. 20 (1), 2011)