Employees’ agency in the formalisation of knowledge-intensive business service processes: A cross-case comparison

Tiina Tuominen, Miia Martinsuo

Research output: Contribution to journalArticleScientificpeer-review

7 Citations (Scopus)

Abstract

The purpose of this paper is to identify and explain how different kinds of knowledge-intensive business service processes (KIBS processes) can be formalised without excessively limiting employees’ agency, and thus flexibility in value creation. Previous research acknowledges the need to balance flexibility and formalisation but does not investigate how employees achieve this balance in various types of KIBS processes.
Original languageEnglish
Pages (from-to)45-70
JournalJournal of Service Theory and Practice
Volume29
Issue number1
DOIs
Publication statusPublished - 2018
MoE publication typeA1 Journal article-refereed

Keywords

  • Agency
  • Formalization
  • Knowledge-intensive business services (KIBS)
  • Value-creation processes

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