Bagdonienė, Liudmila  Kunigėlienė, Dalia  Jakštaitė, Rasa  Relationship marketing as factor for competitiveness of knowledge-intensive business services’ providers. // RESER2007 Conference Proceedings [Elektroninis išteklius] : XVII international RESER conference Service Competitiveness and Cohesion – Balancing Dynamics in the Knowledge Society, Tampere, Finland, 13-15 September 2007. Tampere : University of Tampere, 2007. ISBN 9789514470318. p. 1-18.

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Abstract:

Development of KIBS and significance of these services to economics usually are analysed considering KIBS as source of innovation and knowledge transfer. Despite of this, sector of KIBS distinguishes by its rapid growth and competition; therefore KIBS providers should pay more attention to strengthening of their competitiveness. It is possible to achieve competitive advantages in the market not only using traditional leverages – increase of productivity or flexibility, improvement of quality, innovativeness of activities, etc. – but also effective relationship management with customers. Although process of relationship management is beneficial to both service provider and client, the paper deals only with perspective of KIBS provider. According to exploratory research of literature, peculiarities of process of KIBS providers’ and clients’ relationship affecting marketing decisions are revealed.