Purpose

Knowledge-intensive business services (KIBS) firms focus on applying their expert knowledge to help solve the business problems of their clients: these clients confronted major new problems due to the COVID-19 pandemic and policy measures such as social distancing and travel restrictions, designed to reduce the rapid spread of the illness. Many KIBS were reliant upon extensive contact with clients, and within teams working on projects; they found their practices disrupted. This study aims to examine how KIBS are evolving to cope with both the sets of changes: those in their own operations, and those involving the emerging business problems of clients.

Design/methodology/approach

The main data sources are material contained in websites of a sample of leading firms in a range of KIBS sectors, and in media reports and other documentation of efforts to confront the pandemic.

Findings

The results indicate considerable efforts in KIBS to address emerging client problems, as well as to adapt their own practices. Their substantial role in confronting the pandemic and associated business difficulties has implications for future crises. KIBS are likely to be important players in shaping responses not only to future pandemics but also to the looming climate crisis.

Originality/value

The study demonstrates the growing role of KIBS and their “second knowledge infrastructure” in modern economies, exemplified by their role in the context of an emerging crisis.

中文翻译：

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危机时刻的知识密集型企业服务：冠状病毒大流行

目的

知识密集型业务服务（KIBS）公司专注于运用其专业知识来帮助解决其客户的业务问题：这些客户由于COVID-19大流行和政策措施（如社交疏散和旅行限制）而面临着重大的新问题，减少疾病的迅速传播。许多KIBS都依赖与客户的广泛联系以及项目团队的参与。他们发现自己的行为受到干扰。这项研究旨在检验KIBS如何发展以应对这两组变化：自身的变化以及涉及客户新出现的业务问题的变化。

设计/方法/方法

主要数据来源包括KIBS各个领域的领先企业样本网站中的材料，以及应对流行病的媒体报道和其他文档。

发现

结果表明，KIBS在解决新出现的客户问题以及适应他们自己的实践方面付出了巨大的努力。它们在应对大流行和相关的业务困难中的重要作用对未来的危机产生了影响。KIBS可能是重要的参与者，不仅可以制定应对未来大流行的应对措施，还可以应对迫在眉睫的气候危机。

创意/价值

该研究表明了KIBS及其“第二知识基础设施”在现代经济中的日益重要的作用，例如在新兴危机中它们的作用。