Organisations survive and prosper through strategic focus and leadership (Hambrick & Pettigrew, 2001; Vera & Crossan 2004) and through the knowledge, energy, commitment and application of its employees. Central to the successes of the firm are firm-based systems, processes and practices related to...

This paper explores the emotion of disappointment in organizations and develops a new line of theorizing inspired by psychoanalytic object-relations theory. Existing literature frames disappointment as a threat to organizational effectiveness, as both a response and an anticipation of failure...

This paper presents detailed analysis of the operational and operations management characteristics of a professional service firm, a legal partnership. An in-depth study of customer interactions, service customization, process throughput and variability, professional employee behavior and...