Handbook of Service Business
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Handbook of Service Business

Management, Marketing, Innovation and Internationalisation

Edited by John R. Bryson and Peter W. Daniels

Service business accounts for more than 75 per cent of the wealth and employment created in most developed market economies. The management and economics of service business is based around selling expertise, knowledge and experiences. This Handbook contributes to on-going debates about the nature of service business and the characteristics of service-led economies by exploring disciplinary perspectives on services, services and core business processes and the management of service business. A series of case studies are also provided. The volume pushes back the frontiers of current critical thinking about the role of service business by bringing together eminent scholars from economics, management, sociology, public policy, planning and geography.
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Chapter 13: Managing experts and creative talent

David J. Teece


It is increasingly well recognized that the (durable) competitive advantage of business firms flows from the creation, protection and deployment of difficult-to-imitate knowledge assets. Such assets include tacit and codified know-how, associated with individual employees or embedded in organizational routines. Such know-how may be protected from imitation by the instruments of intellectual property such as trade secrets, copyrights and patents, or it may be part of the organization’s difficult-to replicate culture and routines. Innovation in service businesses has attracted increased scholarly attention in the past 20 years. Service businesses, including professional services, are quite diverse and follow a number of different innovation strategies (Tether et al., 2001). Within service businesses, initiatives to expand capabilities and accelerate growth almost always involve the generation, application and replication of new knowledge.

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