Developing a system dynamics model of the influencing factors on the productivity of knowledge-intensive services

Due to their complexity and the uncertainty of the outcome, the productivity of the provision of knowledge-intensive services is difficult to determine through single measures. More elaborate measurement systems need to take into account a variety of factors as well as their causal relationships. Based on a case study, this paper presents an attempt to develop a system dynamics model of relevant influencing factors for a specific knowledge-intensive service in the manufacturing industry.