Articulating the Service Concept in Professional Service Firms

5.00
Hdl Handle:
http://hdl.handle.net/2436/620168
Title:
Articulating the Service Concept in Professional Service Firms
Authors:
Beltagui, Ahmad; Sigurdsson, Kjartan; Candi, Marina; Riedel, Johann
Abstract:
Purpose: This study proposes a solution to the challenges of Professional Service Firms (PSF), which are referred to as cat herding, opaque quality and lack of process standardization. These result from misalignment in the mental pictures that managers, employees and customers have of the service. The study demonstrates how the process of articulating a shared service concept reduces these challenges. Methodology: A narrative methodology is used to analyze the perspectives of old management, new management and employees during organizational change in a PSF–a website design company growing to offer full-service branding. Group narratives are constructed using longitudinal data gathered through interviews and fieldwork, in order to compare the misaligned mental pictures and show the benefits of articulating the service concept. Findings: Professional employees view growth and change as threats to their culture and practice, particularly when new management seeks to standardize processes. These threats are revealed to stem from misinterpretations caused by miscommunication of intentions and lack of participation in decision making. Articulating a shared service concept helps to align understanding and return the firm to equilibrium. Research Limitations: The narrative methodology helps unpack conflicting perspectives, but is open to claims of subjectivity and misrepresentation. To ensure fairness and trustworthiness, informants were invited to review and approve the narratives. Originality: The study contributes propositions related to the value of articulating a shared service.
Publisher:
Emerald
Journal:
Journal of Service Management
Issue Date:
Jan-2017
URI:
http://hdl.handle.net/2436/620168
Additional Links:
http://www.emeraldinsight.com/journal/josm
Type:
Article
Language:
en
ISSN:
1757-5818
Appears in Collections:
FOSS

Full metadata record

DC FieldValue Language
dc.contributor.authorBeltagui, Ahmaden
dc.contributor.authorSigurdsson, Kjartanen
dc.contributor.authorCandi, Marinaen
dc.contributor.authorRiedel, Johannen
dc.date.accessioned2016-09-20T13:38:29Z-
dc.date.available2016-09-20T13:38:29Z-
dc.date.issued2017-01-
dc.identifier.issn1757-5818en
dc.identifier.urihttp://hdl.handle.net/2436/620168-
dc.description.abstractPurpose: This study proposes a solution to the challenges of Professional Service Firms (PSF), which are referred to as cat herding, opaque quality and lack of process standardization. These result from misalignment in the mental pictures that managers, employees and customers have of the service. The study demonstrates how the process of articulating a shared service concept reduces these challenges. Methodology: A narrative methodology is used to analyze the perspectives of old management, new management and employees during organizational change in a PSF–a website design company growing to offer full-service branding. Group narratives are constructed using longitudinal data gathered through interviews and fieldwork, in order to compare the misaligned mental pictures and show the benefits of articulating the service concept. Findings: Professional employees view growth and change as threats to their culture and practice, particularly when new management seeks to standardize processes. These threats are revealed to stem from misinterpretations caused by miscommunication of intentions and lack of participation in decision making. Articulating a shared service concept helps to align understanding and return the firm to equilibrium. Research Limitations: The narrative methodology helps unpack conflicting perspectives, but is open to claims of subjectivity and misrepresentation. To ensure fairness and trustworthiness, informants were invited to review and approve the narratives. Originality: The study contributes propositions related to the value of articulating a shared service.en
dc.language.isoenen
dc.publisherEmeralden
dc.relation.urlhttp://www.emeraldinsight.com/journal/josmen
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.subjectProfessional Service Firms,en
dc.subjectService Concepten
dc.subjectNarrativeen
dc.subjectCat Herdingen
dc.titleArticulating the Service Concept in Professional Service Firmsen
dc.typeArticleen
dc.identifier.journalJournal of Service Managementen
dc.date.accepted2016-08-
rioxxterms.funderPart of the funding for this work has been provided from the European Union’s Seventh Framework Programme for research, technological development and demonstration under grant agreements no. 251383 and 324448en
rioxxterms.identifier.projectUoW200916ABen
rioxxterms.versionAMen
rioxxterms.licenseref.urihttps://creativecommons.org/CC BY-NC-ND 4.0en
rioxxterms.licenseref.startdate2019-01-01en
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