Abstract
The paper examines the role of social capital in customer co-production in knowledge intensive business services (KIBS). It proposes a model of antecedents and consequences of social capital in the KIBS context. Antecedents of the three dimensions of social capital – structural, relational, and cognitive - are identified based on a survey of the literature. Location is specified as an antecedent of structural social capital. Among the antecedents of relational social capital are reputation, previous satisfaction, and expertise. Effective conflict resolution and information exchange are specified as antecedents of cognitive social capital. The paper enriches the dialogue on co-production in KIBS environments by its introduction of the notion of social capital, which has attracted considerable research from scholars in several disciplines.
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© 2015 Academy of Marketing Science
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Pillai, K.G. (2015). Social Capital in Co-Production Environments: A Conceptual Model for Knowledge Intensive Business Services. In: Spotts, H. (eds) Marketing, Technology and Customer Commitment in the New Economy. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-11779-9_94
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DOI: https://doi.org/10.1007/978-3-319-11779-9_94
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Publisher Name: Springer, Cham
Print ISBN: 978-3-319-11778-2
Online ISBN: 978-3-319-11779-9
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