Typically, it is customers who demand that product software be adapted to organisational processes and aligned with their organisational IT landscape. From a knowledge perspective, such customisation services can be conceptualised as a reciprocal knowledge transfer between professional service...

Summary Recent management research suggests that unpleasant work experiences of service employees cause problems with job performance, affect the bottom line and contribute to high rates of employee turnover. Although various job stressors have been studied as antecedents of employees' decision...