Purpose – The purpose of this paper is to assess the importance of knowledge and its management in the creative professional service firm (PSF). The other purpose is to explore the role of communities of practice (CoPs) in knowledge management (KM) strategies. Design/methodology/approach – A...

Purpose – Reliance on individual talent and motivation renders creative professional service firms (PSFs) highly dependent on their ability to attract and mobilise the right individuals. This paper aims to build an integrated framework showing firstly how creative industry PSFs can differ in...

Purpose – This purpose of this article is to report the second part of a recent interview with Dr Ming-Jer Chen. He shares his values, beliefs and philosophies on life, business and scholarship; relates how these philosophies have shaped his approach to teaching, research and service; and...

Purpose – The study of relationships in marketing has received much attention of researchers over the past decade. This paper examines whether men and women exhibit differences in the strength of their relationships with a service provider, based on self‐reported behavioral measure, and...

Purpose – The purpose of this research is to present the findings of a longitudinal case study into the professionalisation of public relations practices and the institutionalisation of corporate social responsibility as a legitimate social and business arrangement. In doing so, there are...

Purpose – The knowledge of inhibitors of internal customer knowledge transfer in b‐to‐b professional service organizations is still in its infancy. Previous literature on professional service organizations has focused on knowledge processes on a general level without paying closer...

Purpose – The purpose of this paper is to report on a study which aims to identify the characteristics and determinants of client sophistication within the UK corporate legal services market and to investigate its effect in determining the nature and essence of client‐solicitor...

Purpose – The present challenge for many service firms is to develop an offering that is flexible and open for tailoring and at the same time achieves efficiency through standardizing processes. Modularity has been suggested as being one tool for achieving this. The goal of the present study...

Purpose – Business to business (B2B) professional services depend on inter-firm cooperation for the co-creation of value. Such cooperation rarely happens overnight; it requires time for the relationship to develop. The purpose of this research is to investigate how different performance...

Purpose Agile methods have considerably transformed project management. The purpose of this study is to analyze the impact of agile (as compared to plan-driven) methods on customer satisfaction in the context of knowledge-intensive business services. Design/methodology/approach This study uses a...