Project-based work in times of COVID-19: A dynamic framework for knowledge exchange

Knowledge exchange is the key to help knowledge-intensive firms (KIFs) innovate and communicate with their clients. However, during the COVID-19 pandemic, many assumptions have been challenged, and as a consequence, this study aims to investigate the effect of the pandemic on knowledge exchange processes in KIFs and how firms responded to the pressing challenges that consequently emerged. This study illustrates how KIFs managed to navigate through the pandemic and exchanged knowledge with their clients in a new dynamic landscape despite the challenges that affected their client base and knowledge workers alike. Using multiple data sources, including 27 interviews, observation, informal conversations, and virtual guided tours, the article provides a three-phase framework with the assistance of a simplified process lens. The framework phases (disharmony, normalisation, and harmony) illustrate how KIFs responded to the challenges, developed capabilities, and provided support.