Digitalization processes in small professional service firms: drivers, barriers and emerging organisational tensions

IF 3.9 3区管理学 Q2 BUSINESS

Journal of Service Theory and Practice Pub Date : 2022-12-27 DOI:10.1108/jstp-06-2022-0132

S. Cardinali, A. Pagano, E. Carloni, Marta Giovannetti, Lorenzo Governatori

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引用次数: 4

Abstract

PurposeThis study aimed to provide an exploratory analysis of digitalization processes in small professional service firms (SPSFs) by examining their main drivers and barriers and their impact on customer management practices, considering the intra-organizational, inter-organizational and service offering dimensions.Design/methodology/approachThis study adopted a qualitative, exploratory and inductive research methodology based on in-depth interviews with 19 owners or consultants of small tax/accounting firms, focusing on the role of digitalization in their internal and external processes.FindingsThe findings reveal external and internal barriers to and drivers of digitalization, as well as its effects on customer management practices. They also reveal the emergence of tensions related to the intra-organizational, inter-organizational and service offering dimensions.Originality/valueThis work contributes to the research on the role of digital technologies in the professional service sector, with a focus on SPSFs, which has thus far received limited attention. This research highlights the complexity of combining increasingly standardized processes and services with the need to maintain flexibility and informality in internal and external interactions.

查看原文本刊更多论文

小型专业服务公司的数字化流程:驱动因素、障碍和新出现的组织紧张关系

目的本研究旨在通过考察小型专业服务公司（SPSF）的主要驱动因素和障碍及其对客户管理实践的影响，从组织内、组织间和服务提供维度对其数字化过程进行探索性分析。设计/方法论/方法本研究采用了定性、探索性和归纳性的研究方法，基于对19家小型税务/会计师事务所所有者或顾问的深入采访，重点关注数字化在其内部和外部流程中的作用。调查结果揭示了数字化的外部和内部障碍和驱动因素，以及数字化对客户管理实践的影响。它们还揭示了与组织内、组织间和服务提供维度相关的紧张关系的出现。原创性/价值这项工作有助于研究数字技术在专业服务部门中的作用，重点是SPSF，迄今为止，它受到的关注有限。这项研究强调了将日益标准化的流程和服务与在内部和外部互动中保持灵活性和非正式性的需求相结合的复杂性。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Service Theory and Practice Multiple-

CiteScore

8.00

自引率

15.20%

发文量

期刊介绍： Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.