Picking professionals: a client-centric knowledge assessment framework

2018 ◽  
Vol 22 (4) ◽  
pp. 333-345
Author(s):  
Tale Skjølsvik ◽  
Karl Joachim Breunig
Keyword(s):  
Knowledge Management ◽  
Professional Services ◽  
Point Of View ◽  
Professional Service ◽  
Service Firms ◽  
Professional Service Firms ◽  
Content Type ◽  
Starting Point ◽  
Recent Developments ◽  
Knowledge Intensive

Purpose This paper aims to explore how professional competences are defined and assessed by clients of professional service firms (PSFs). Extant research has studied the knowledge base of professionals, but limited research has been conducted to develop an understanding of how clients value this knowledge. Design/methodology/approach The study is based on in-depth qualitative research design, which is suitable for inductive theory building. The collected data consist of interviews with 80 clients and sellers of professional services. Findings The authors offer a framework detailing the interrelationships between knowledge, experience and references as assessed by clients. In particular, references are used to evaluate experience, which in turn function as a proxy for how clients assess knowledge. Also, the study shows how the clients’ assessment of professional knowledge assets involves multiple levels and factors. Research limitations/implications Limited research has been conducted to understand client preferences and PSF competitive advantage from a client perspective. This paper contributes to extant literature on knowledge management by integrating it with insights from recent developments within service marketing focusing on client centricity and the role of clients in value creation. This perspective complements and extends what is already known about knowledge management. Practical implications The paper suggests that while it is essential to manage knowledge as such, references and experience has a very central role in selling and commercializing knowledge-intensive services. Thus, to the degree that clients buy knowledge, sellers should think carefully about how experience and references are developed, captured and conveyed to clients. From a client point, the identified framework has value in offering a client-centric conceptualization of knowledge that can be used as a starting point in defining their knowledge needs and in structuring and professionalizing their purchasing efforts related to professional services. Originality/value Knowledge-intensive service organizations sell their knowledge and resources to clients directly as experts and indirectly through their services. It is therefore imperative for these organizations to understand how their knowledge is evaluated by buyers. The paper takes a unique client-centric perspective in understanding knowledge from a buyer’s point of view and as perceived by the buyer, which largely has been lacking in existing knowledge management research.

scholarly journals The tensions of defining and developing thought leadership within knowledge-intensive firms

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
William S. Harvey ◽  
Vince-Wayne Mitchell ◽  
Alessandra Almeida Jones ◽  
Eric Knight
Keyword(s):  
Knowledge Management ◽  
Professional Service ◽  
Service Firms ◽  
Professional Service Firms ◽  
Senior Leaders ◽  
Content Type ◽  
Knowledge Based ◽  
Leadership Strategy ◽  
Knowledge Intensive ◽  
Thought Leadership

Purpose A major part of knowledge management for knowledge-intensive firms such as professional service firms is the increasing focus on thought leadership. Despite being a well-known term, it is poorly defined and analysed in the academic and practitioner literature. The aim of this article is to answer three questions. First, what is thought leadership? Second, what tensions exist when seeking to create thought leadership in knowledge-based organisations? Third, what further research is needed about thought leadership? The authors call for cross-disciplinary and academic–practitioner approaches to understanding the field of thought leadership. Design/methodology/approach The authors review the academic and practitioner literature on thought leadership to provide a rich oversight of how it is defined and can be understood by separating inputs, creation processes and outcomes. The authors also draw on qualitative data from 12 in-depth interviews with senior leaders of professional service firms. Findings Through analysing and building on previous understandings of the concept, the authors redefine thought leadership as follows: “Knowledge from a trusted, eminent and authoritative source that is actionable and provides valuable solutions for stakeholders”. The authors find and explore nine tensions that developing thought leadership creates and propose a framework for understanding how to engage with thought leadership at the industry/macro, organisational/meso and individual/micro levels. The authors propose a research agenda based on testing propositions derived from new theories to explain thought leadership, including leadership, reducing risk, signalling quality and managing social networks, as well as examining the suggested ways to resolve different tensions. Originality/value To the best of the authors’ knowledge, they are the first to separate out thought leadership from its inputs, creation processes and outcomes. The authors show new organisational paradoxes within thought leadership and show how they can play out at different levels of analysis when implementing a thought leadership strategy. This work on thought leadership is set in a relatively under-explored context for knowledge management researchers, namely, knowledge-intensive professional service firms.

scholarly journals Segmentation of quantity surveying professional services for focus strategy and diversification

2019 ◽  
Vol 24 (3) ◽  
pp. 294-308
Author(s):  
Michael Adesi ◽  
De-Graft Owusu-Manu ◽  
Frank Boateng
Keyword(s):  
Oil And Gas ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Professional Services ◽  
Professional Service ◽  
Service Firms ◽  
Professional Service Firms ◽  
Content Type ◽  
Quantity Surveying ◽  
Focus Strategy

Purpose Notwithstanding that numerous studies have focused on strategy in quantity surveying (QS) professional service firms, there is a paucity of investigation on the segmentation of QS professional services. The purpose of this study is to investigate the segmentation of QS services for diversification and a focus strategy formation. Design/methodology/approach This study adopts the positivist stance and quantitative approach in which a simple random sampling technique was used to select participants. In total, 110 survey questionnaires were administered to registered professional QS, out of which 79 completed questionnaires were returned for analysis. Findings The paper identifies three main QS service segments characterised by low, moderate and high competition. In addition, this study found that the concentration of traditional QS services in the building construction sector is due to the unwillingness of QS professional service firms to diversify into the non-construction sectors such as oil and gas. The diversification of QS services in the low competitive segment requires the adoption of agile approaches. Research limitations/implications The study was limited to numeric analyses and so would be complemented by qualitative research in the future. Practical implications This paper is useful to QS professional service firms interested in diversifying their services into the non-construction sectors to enhance the pricing of their services. Originality/value Segmentation of QS services is fundamental to the formulation of focus strategy for non-construction sectors such as oil and gas and mining to enhance the pricing of QS professional services.

An emerging market perspective of what makes professional service firms successful

2020 ◽  
Vol 17 (1/2) ◽  
pp. 57-78
Author(s):  
Felix Nana Abaka Sackey ◽  
Livingstone Divine Caesar
Keyword(s):  
Emerging Markets ◽  
Positive Impact ◽  
Emerging Market ◽  
Professional Services ◽  
Professional Service ◽  
Service Firms ◽  
Strategic Partnerships ◽  
Professional Service Firms ◽  
Content Type ◽  
The Impact

Purpose Despite the criticality of strategic partnerships to the survival and success of professional service firms (PSF) in emerging markets, there is a dearth of research on the subject matter. Specifically, not much is known concerning the dynamics of partnerships among small and medium-sized enterprises (SMEs) in the professional services sector of the economy. This paper aims to explore the dynamics of the impact of constructs such as attributes of partnership, communication behaviour and collaborative conflict resolution on partnership success. Design/methodology/approach A quantitative survey sent to 300 small and medium-sized PSFs achieved a 79% response rate. The data is then analysed using bivariate and multi-variate techniques. Findings The results revealed a positive relationship between two of the three constituents of attributes of the partnership (i.e. commitment and coordination) and the success of partnerships. Commitment and coordination emerged as the significant attributes of partners that affect the success of the partnership. Contrary to previous studies, trust and information sharing did not have a positive impact on partnership success. Practical implications PSFs in emerging markets need concerted efforts to maintain competitive and sustainable partnerships. To make any significant impact, they must develop contemporary skills in collaborative conflict management. Originality/value This paper highlights the need for PSFs and SMEs in other service sectors of emerging markets to harness partnerships as a valuable tool to overcome the policy shortcomings of current regulatory frameworks within their respective markets.

The Role of Social Media in Knowledge Management

2017 ◽  
pp. 230-248
Author(s):  
Syed Afzal Moshadi Shah ◽  
Shehla Amjad
Keyword(s):  
Social Media ◽  
Knowledge Management ◽  
Business Environment ◽  
Professional Service ◽  
Service Firms ◽  
Professional Service Firms ◽  
Media Usage ◽  
The World ◽  
Knowledge Intensive

The purpose of this chapter is to highlight the importance of social media and theoretically link it with Knowledge Management (KM). A massive increase in social media usage around the world and its enhanced role in everyday life of employees offer enormous opportunities to businesses. One of the most important challenges that management faces in today's dynamic business environment is knowledge management. This becomes the key concern in professional service firms that are knowledge intensive in nature. The chapter discusses the association between social media and knowledge management. A theoretical model (SECI-SM) proposed by Shah, Khan, and Amjad (2013) is presented and discussed which is an extension of the seminal work of Nonaka and Takeuchi (1995). The model puts social media at the heart of knowledge management system and processes. It purports social media as an ideal vehicle for knowledge sharing and retaining. The chapter discusses the superiority of SECI-SM Model and lays out some useful suggestions for businesses.

To give or not to give professional services to non-paying clients

2015 ◽  
Vol 26 (3) ◽  
pp. 426-459 ◽  
Author(s):  
Janet R. McColl-Kennedy ◽  
Paul Patterson ◽  
Michael K. Brady ◽  
Lilliemay Cheung ◽  
Doan Nguyen
Keyword(s):  
Charitable Giving ◽  
Institutional Logics ◽  
Professional Services ◽  
Point Of View ◽  
Professional Service ◽  
Future Research ◽  
Service Firms ◽  
Theory Approach ◽  
Content Type ◽  
Pro Bono

Purpose – The purpose of this paper is to explicate professionals’ giving backstory, identifying what motivates and hinders professionals’ undertaking of pro bono service activities. Examples are provided of different pro bono giving styles, as professionals struggle to resolve inter-institutional tensions, thus addressing this little understood yet vital form of giving, and meeting an important research priority. Design/methodology/approach – Using a discovery-oriented grounded theory approach, this paper draws on narratives from interviews with 31 professionals to explicate, from the professional’s point of view, the backstory of pro bono service. Findings – The authors provide an integrative institutional logics-based framework for understanding the backstory to professionals’ giving. Three distinct pro bono giving styles are revealed: first, an individual logic (self-centric), an “I” logic; second, an organizational logic (organization-centric), “We” logic; and third, a societal “All” logic (where the greater good to society in general is the dominant logic). The paper concludes with recommendations for how professionals and professional service firms (PSFs) can better align their pro bono giving styles with non-paying not-for-profit clients for multi-party benefit. Originality/value – The originality of this research lies in addressing an important yet little understood form of giving through delving into the backstory to pro bono service. First, the paper theorizes the characteristics of a formerly unarticulated form of giving, distinguishing it from individual-to-individual close consumer gifting, individual to organizational charitable giving, sponsorship, and volunteering. Second, the different inter-institutional logics of pro bono giving are identified, with three main pro bono giving styles uncovered. Third, the authors link professional services theory, theoretical perspectives from giving, and institutional logics theory to develop an integrated framework to explain service professionals’ pro bono activities. Furthermore, a compelling agenda for future research is provided to guide future work.

Knowledge management and business strategy

2015 ◽  
Vol 31 (9) ◽  
pp. 25-28
Keyword(s):  
Knowledge Management ◽  
Communities Of Practice ◽  
Business Strategy ◽  
Professional Service ◽  
Service Firms ◽  
Professional Service Firms ◽  
Content Type ◽  
Architectural Practice ◽  
Competitive Edge ◽  
The One

Purpose – To investigate attitudes towards knowledge management (KM) in creative professional service firms (PSFs) and explore the role of communities of practice as a way to leverage expertise within the firm. Design/methodology/approach – Presents a single-firm case study of a medium-sized architectural practice in New Zealand. Findings – There is an old country saying along the lines that “muck and money should be spread around if they are to do any good” – and the same could very well be said about knowledge. Knowledge is an essential tool for PSFs. In areas like architecture, software development or media, being able to bring together expert creative knowledge is what gives PSFs their competitive edge. Research limitations/implications – Suggests opportunities for further research to extend the generalizability of findings by extending the study to a greater number of creative PSFs in a range of countries. Practical implications – Proposes a framework linking KM strategies based on codification and personalization with the overall business strategy of the organization through the use of communities of practice (CoPs). Social implications – Highlights the importance of CoPs as a potential source of competitive advantage for creative PSFs whose success depends on shared expertise and leveraging the knowledge contained within the business. Originality/value – Demonstrates that personalization and codification strategies for KM can be combined, focusing on the one most appropriate to the overall business strategy and using the other in a supporting role.

Measuring client-based corporate reputation in B2B professional services: scale development and validation

2015 ◽  
Vol 29 (3) ◽  
pp. 173-187 ◽  
Author(s):  
Gianfranco Walsh ◽  
Sharon E Beatty ◽  
Betsy Bugg Holloway
Keyword(s):  
Reliability And Validity ◽  
National Sample ◽  
Professional Services ◽  
Professional Service ◽  
Service Firms ◽  
Professional Service Firms ◽  
Content Type ◽  
Professional Services Firms ◽  
Business To Business ◽  
Business Professional

Purpose – The purpose of this paper is to develop and validate a client-based reputation of business-to-business professional services firms scale (PSF-Rep) which measures clients’ perceptions of the reputation of professional service provider firms. So far, no multidimensional scale exists in the literature to measure the reputation of professional service firms, although the reputation dimensions of importance are likely to be very different from other settings. Design/methodology/approach – From an initial pool of fieldwork-based items, an 18-item PSF-Rep scale is developed, which is validated using several samples – corporate financial decision-makers’ views of their accounting firms in a US national sample and organizational clients of one large legal firm with national presence. Findings – The four-dimensional PSF-Rep scale meets all established reliability and validity criteria. Further, reputation and its dimensions (using PSF-Rep) are positively associated with important marketing outcomes, including word of mouth, loyalty intentions, trust and share of wallet. Originality/value – As professional service markets become more competitive, firms recognize the importance of a good reputation in attracting customers. This research is the first to propose a psychometrically robust measure to capture client-based reputation of business-to-business professional services firms.

Queering accounting: opening up and connecting professional services firms

2018 ◽  
Vol 9 (5) ◽  
pp. 625-635 ◽  
Author(s):  
Nicholas McGuigan ◽  
Alessandro Ghio
Keyword(s):  
Queer Theory ◽  
Research Impact ◽  
Business Environment ◽  
Critical Discussion ◽  
Professional Services ◽  
Professional Service ◽  
Service Firms ◽  
Professional Service Firms ◽  
Accounting Profession ◽  
Content Type

Purpose The purpose of this paper is to provide a commentary on the research undertaken by Egan (2018), arguing for the themes of opening and connecting to be embraced, adopted and practiced by professional service firms, those who work within them and the academic researchers actively engaged in investigating this field. Design/methodology/approach This study provides insights into the need for professional service firms to ensure breathing space for LGBTQI-identifying accountants rather than a simple acceptance and assimilation of LGTQI peoples within the consolidated heteronormative structures of the accounting profession. Starting from the recent societal and legislative changes coupled with the ongoing disruption of the business environment, this paper urges professional service firms and accounting researchers to open up and connect to cultural identification, theory, research ideas, research methodologies and research impact and dissemination. Originality/value This study represents the beginning of a discussion around the lifeworlds of LGBTQI-identifying accountants and how embracing these may be beneficial for their accounting profession. It provides a critical discussion of the current use of Queer Theory and it supports future studies around the notion of “intersectionality.” It also includes empirical evidence about connecting academic, professional and public communities around the topic of “Queering Accounting.”

scholarly journals From outsider to insider: how creative professional service firms internationalise

2018 ◽  
Vol 35 (5) ◽  
pp. 869-888 ◽  
Author(s):  
Deirdre McQuillan ◽  
Pamela Sharkey Scott ◽  
Vincent Mangematin
Keyword(s):  
International Business ◽  
Professional Services ◽  
Professional Service ◽  
Business Strategies ◽  
Local Market ◽  
Service Firms ◽  
Structured Interviews ◽  
Professional Service Firms ◽  
Content Type ◽  
Business Professional

Purpose The management of reputation and status is central to creative professional service firms (CPSFs) rendering the internationalisation process a particular challenge. The authors build on arguments that internationalisation requires moving from outsidership to insidership within client networks and focus on how CPSFs build signals about quality to start this process. The paper aims to discuss these issues. Design/methodology/approach The exploration draws from the international business, professional services and organisational status bodies of literature. A multiple case study design was developed comprising ten Irish architecture firms. In-depth semi-structured interviews were conducted. Findings The findings clarify how relationships start in the internationalisation process through signal building about quality. This allows CPSFs to join client networks moving from outsidership to insidership. The findings systemise three different approaches for CPSFs: from outsidership to insidership within a local market network, within a global industry network and within a global project network. Research limitations/implications Research within other sectoral and geographical contexts could support transferability of the findings. Practical implications The study has implications for international business strategies as it identifies multiple paths to relevant network insidership and the tactical responses managers can use to achieve this. Originality/value The authors believe that incorporating signal-building mechanisms into the internationalisation process is a novel approach to theorizing about how CPSFs move from outsidership to insidership. The authors offer important theoretical insights into the international business, professional service firm and organisational status literatures. CPSF business leaders should benefit as it helps them to focus on a portfolio of signal-building approaches that can start the internationalisation process.

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