@article{df40ddbecdcb48bc92d3c8287cf6ce8c,
title = "Employees{\textquoteright} agency in the formalisation of knowledge-intensive business service processes: A cross-case comparison",
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{\textquoteright} 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.",
keywords = "Agency, Formalization, Knowledge-intensive business services (KIBS), Value-creation processes",
author = "Tiina Tuominen and Miia Martinsuo",
note = "Funding Information: The authors gratefully acknowledge the contributions of Katriina J{\"a}rvi, Jesse Valtanen and Mikko Lehtonen in data collection and project cooperation. The Finnish Funding Agency for Innovation TEKES, Tampere University of Technology, Aalto University and the participating companies funded the empirical data collection. Dr Tuominen acknowledges support from the Finnish Work Environment Fund and the Evald and Hilda Nissi Foundation during the writing process. Publisher Copyright: {\textcopyright} 2018, Emerald Publishing Limited.",
year = "2018",
doi = "10.1108/JSTP-10-2017-0184",
language = "English",
volume = "29",
pages = "45--70",
journal = "Journal of Service Theory and Practice",
issn = "2055-6225",
publisher = "Emerald Publishing Limited",
number = "1",
}