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Four decades of frontline service employee research: an integrative bibliometric review
We conducted a comprehensive review of empirical research related to frontline service
employees over the past four decades (1980-2020). Utilizing a bibliometric map** …
employees over the past four decades (1980-2020). Utilizing a bibliometric map** …
The effects of auditor affinity for client and perceived client pressure on auditor proposed adjustments
This paper examines how auditors' judgments about accounting policies may differ when
experiencing different levels of affinity for client management and facing different levels of …
experiencing different levels of affinity for client management and facing different levels of …
Beyond templates: methodological reporting practices and their impact in qualitative service research
Purpose The study aims to promote the use of qualitative methods in service research by
investigating how these methods are reported in service journals, how the level of reporting …
investigating how these methods are reported in service journals, how the level of reporting …
A multilevel analysis of customer engagement, its antecedents, and the effects on service innovation
The present study aims to investigate the factors at both organisational and individual levels
influencing customer engagements and the effects of customer engagements on service …
influencing customer engagements and the effects of customer engagements on service …
Building social capital and human capital for internationalization: The role of network ties and knowledge resources
This study examines the inter-relationships between network ties as social capital and
knowledge resources as human capital, in the internationalization of law firms. Using a …
knowledge resources as human capital, in the internationalization of law firms. Using a …
HR flexibility and firm performance in professional service firms
Human resource (HR) flexibility emerges as the most critical source of flexibility for
professional services firms (PSFs), given that the success of these companies depends on …
professional services firms (PSFs), given that the success of these companies depends on …
Articulating the service concept in professional service firms
Purpose The purpose of this paper is to propose a solution to the challenges of professional
service firms (PSF), which are referred to as cat herding, opaque quality and lack of process …
service firms (PSF), which are referred to as cat herding, opaque quality and lack of process …
From professionals to entrepreneurs: Human Resources practices as an enabler for fostering corporate entrepreneurship in professional service firms
Professional Service Firms (PSFs) such as accounting, consulting, law, engineering or
advertising firms increasingly face changing attitudes and fluctuation among young people …
advertising firms increasingly face changing attitudes and fluctuation among young people …
Consumer willingness to communicate in a second language: Communication in service settings
Purpose–The service management literature emphasizes the importance of communication,
but language difficulties can make communicating in business settings more difficult. The …
but language difficulties can make communicating in business settings more difficult. The …
Actual and perceived gaps in the supply and demand for marketing and communication services: an empirical analysis of the province of Bergamo
Purpose The purpose of the paper is to analyze the supply and demand of marketing and
communication consulting services and evaluate actual and perceived gaps …
communication consulting services and evaluate actual and perceived gaps …