The moderating effects of service solution characteristics on competitive advantage

The objective of this study is to improve the understanding of the moderating effects of service solution characteristics on competitive advantage of knowledge-intensive business services (KIBS). This study is among the first to systematically operationalize the contingents in the absorptive capacity construct as service solution characteristics, that is, intangibility, heterogeneity, inseparability, and perishability, and tested them in the KIBS sector. Using a sample of 327 new technology-based KIBS firms in Finland, a hierarchical multiple regression analysis is applied to test the hypothesized moderator effects. The results suggest that service solution characteristics moderate the effects of the antecedents on absorptive capacity and the effect of absorptive capacity on competitive advantage. Guidelines are provided to practitioners to deal with projects with different service solution characteristics.