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

Tiina Tuominen; Miia Martinsuo

doi:10.1108/JSTP-10-2017-0184

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

Tiina Tuominen
, Miia Martinsuo

Not published at VTT

Tampere University

Research output: Contribution to journal › Article › Scientific › peer-review

13 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 language	English
Pages (from-to)	45-70
Journal	Journal of Service Theory and Practice
Volume	29
Issue number	1
DOIs	https://doi.org/10.1108/JSTP-10-2017-0184
Publication status	Published - 2018
MoE publication type	A1 Journal article-refereed

Keywords

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

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10.1108/JSTP-10-2017-0184

Cite this

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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.",

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AU - Martinsuo, Miia

N1 - Funding Information: The authors gratefully acknowledge the contributions of Katriina Järvi, 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: © 2018, Emerald Publishing Limited.

PY - 2018

Y1 - 2018

N2 - 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.

AB - 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.

KW - Agency

KW - Formalization

KW - Knowledge-intensive business services (KIBS)

KW - Value-creation processes

UR - https://www.scopus.com/pages/publications/85058850779

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DO - 10.1108/JSTP-10-2017-0184

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SP - 45

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JO - Journal of Service Theory and Practice

JF - Journal of Service Theory and Practice

IS - 1

ER -

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

Abstract

Keywords

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