Rules of The National Library of Finland

Confirmed by the director of the National Library of Finland on 25 Nov 2013

Value Creation of Professional Services

The aim of this qualitative thesis is to research, how professional services create value, and what are the key factors affecting on this process. A model describing value creation process in professional services will be explained, based on the existing literature and three in depth discussions with professional service representatives. Professional services are such services that are tend to base on problem solving and require high skills and knowledge of a professional. These services often have a consultative or an advisory nature, and they often involve both client and a company in service process. As the service is often delivered in somewhat collaboration so is the value created. The results of this thesis revealed that value is created in collaboration or co-operation in professional services. Therefore, value co-creation, as a concept, is exact to describe the value creation process in professional services. This thesis also revealed that value is co- created in continuous communication between a client and a company and no value or only a little value can be created if there is no effective communication during the professional service process.