Employees’ agency in the formalisation of knowledge-intensive business service processes
Volume: 29, Issue: 1, Pages: 45 - 70
Published: May 10, 2019
Abstract
Purpose The purpose of this paper is to identify and explain how different kinds of knowledge-intensive business service processes (KIBS processes) can be formalised without excessively limiting employees’ agency, and thus flexibility in value creation. Previous research acknowledges the need to balance flexibility and formalisation but does not investigate how employees achieve this balance in various types of KIBS processes....
Paper Details
Title
Employees’ agency in the formalisation of knowledge-intensive business service processes
Published Date
May 10, 2019
Volume
29
Issue
1
Pages
45 - 70
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