Knowledge Development through Client Interaction: A Comparative Study

Abstract

The present article extends a previously published framework for the analysis of knowledge development in professional service firms by looking deeper into the underlying dynamics of the components and processes described in the framework. This extension is based on an in-depth comparative case study of knowledge development in two professional service firms from two very different industries, namely, engineering design and communication consulting. Despite the major differences between the firms and the industries, we found some remarkable similarities in terms of how professionals perceive knowledge development at work, in particular, the emphasis on the role of sophisticated and knowledgeable clients. In this article, we elaborate on this aspect. As a result of these findings, the framework is further refined, as the areas where clients play a major role in the knowledge-development processes of professional service firms are highlighted.