{"id":"https://openalex.org/W2521367082","doi":"https://doi.org/10.1108/josm-10-2015-0299","title":"Articulating the service concept in professional service firms","display_name":"Articulating the service concept in professional service firms","publication_year":2017,"publication_date":"2017-06-16","ids":{"openalex":"https://openalex.org/W2521367082","doi":"https://doi.org/10.1108/josm-10-2015-0299","mag":"2521367082"},"language":"en","primary_location":{"id":"doi:10.1108/josm-10-2015-0299","doi":"https://doi.org/10.1108/josm-10-2015-0299","is_oa":false,"landing_page_url":"https://doi.org/10.1108/josm-10-2015-0299","pdf_url":null,"source":{"id":"https://openalex.org/S107183665","display_name":"Journal of service management","issn_l":"1757-5818","issn":["1757-5818","1757-5826"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-2","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Service Management","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://publications.aston.ac.uk/id/eprint/30424/1/Articulating_the_service_concept_in_professional_service_firms.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5003630447","display_name":"Ahmad Beltagui","orcid":"https://orcid.org/0000-0003-2687-0971","observed_orcids":["https://orcid.org/0000-0003-2687-0971"]},"institutions":[{"id":"https://openalex.org/I169199633","display_name":"Aston University","ror":"https://ror.org/05j0ve876","country_code":"GB","type":"education","lineage":["https://openalex.org/I169199633"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Ahmad Beltagui","raw_affiliation_strings":["Department of Operations and Information Management, Aston Business School, Birmingham, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Operations and Information Management, Aston Business School, Birmingham, UK","institution_ids":["https://openalex.org/I169199633"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5017679946","display_name":"Kjartan Sigur\u00f0sson","orcid":"https://orcid.org/0000-0001-6689-8456","observed_orcids":["https://orcid.org/0000-0001-6689-8456"]},"institutions":[{"id":"https://openalex.org/I123185442","display_name":"Reykjav\u00edk University","ror":"https://ror.org/05d2kyx68","country_code":"IS","type":"education","lineage":["https://openalex.org/I123185442"]}],"countries":["IS"],"is_corresponding":false,"raw_author_name":"Kjartan Sigurdsson","raw_affiliation_strings":["Center for Research on Innovation and Entrepreneurship, Reykjavik University, Reykjavik, Iceland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Center for Research on Innovation and Entrepreneurship, Reykjavik University, Reykjavik, Iceland","institution_ids":["https://openalex.org/I123185442"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5006999227","display_name":"Marina Candi","orcid":"https://orcid.org/0000-0002-5516-0701","observed_orcids":["https://orcid.org/0000-0002-5516-0701"]},"institutions":[{"id":"https://openalex.org/I123185442","display_name":"Reykjav\u00edk University","ror":"https://ror.org/05d2kyx68","country_code":"IS","type":"education","lineage":["https://openalex.org/I123185442"]}],"countries":["IS"],"is_corresponding":false,"raw_author_name":"Marina Candi","raw_affiliation_strings":["Center for Research on Innovation and Entrepreneurship, Reykjavik University, Reykjavik, Iceland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Center for Research on Innovation and Entrepreneurship, Reykjavik University, Reykjavik, Iceland","institution_ids":["https://openalex.org/I123185442"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5110457932","display_name":"Johann C. K. H. Riedel","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I142263535","display_name":"University of Nottingham","ror":"https://ror.org/01ee9ar58","country_code":"GB","type":"education","lineage":["https://openalex.org/I142263535"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Johann C.K.H. Riedel","raw_affiliation_strings":["Division of Operations Management and Information Systems, Nottingham University Business School, University of Nottingham, Nottingham, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Division of Operations Management and Information Systems, Nottingham University Business School, University of Nottingham, Nottingham, UK","institution_ids":["https://openalex.org/I142263535"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.4637,"has_fulltext":true,"cited_by_count":22,"citation_normalized_percentile":{"value":0.8949279,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"28","issue":"3","first_page":"593","last_page":"616"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10344","display_name":"Management and Organizational Studies","score":0.5264000296592712,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10344","display_name":"Management and Organizational Studies","score":0.5264000296592712,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.38109999895095825,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13803","display_name":"Organizational Strategy and Culture","score":0.030300000682473183,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/professional-service-firms","display_name":"professional service firms","score":0.9729999899864197},{"id":"https://openalex.org/keywords/organizational-change","display_name":"organizational change","score":0.8659999966621399},{"id":"https://openalex.org/keywords/process-standardization","display_name":"process standardization","score":0.8949999809265137},{"id":"https://openalex.org/keywords/employee-participation-in-decision-making","display_name":"employee participation in decision-making","score":0.7350000143051147},{"id":"https://openalex.org/keywords/organizational-culture","display_name":"organizational culture","score":0.574999988079071}],"concepts":[{"id":"https://openalex.org/C2779602731","wikidata":"https://www.wikidata.org/wiki/Q30067981","display_name":"Misrepresentation","level":2,"score":0.5920229554176331},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.5771874785423279},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5232937932014465},{"id":"https://openalex.org/C199033989","wikidata":"https://www.wikidata.org/wiki/Q1318295","display_name":"Narrative","level":2,"score":0.5116532444953918},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.4611490070819855},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.4484279155731201},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.4483885169029236},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4245138168334961},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.39075326919555664},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.3756908178329468},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3554014563560486},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.3175901770591736},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.15049326419830322},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.13903957605361938},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1108/josm-10-2015-0299","doi":"https://doi.org/10.1108/josm-10-2015-0299","is_oa":false,"landing_page_url":"https://doi.org/10.1108/josm-10-2015-0299","pdf_url":null,"source":{"id":"https://openalex.org/S107183665","display_name":"Journal of service management","issn_l":"1757-5818","issn":["1757-5818","1757-5826"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-2","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Service Management","raw_type":"journal-article"},{"id":"pmh:oai:publications.aston.ac.uk:30424","doi":null,"is_oa":true,"landing_page_url":"https://publications.aston.ac.uk/view/author/278f1860fe5b03c26464032bfc3a08d6.html>,","pdf_url":"https://publications.aston.ac.uk/id/eprint/30424/1/Articulating_the_service_concept_in_professional_service_firms.pdf","source":{"id":"https://openalex.org/S4306400483","display_name":"Aston Publications Explorer (Aston University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I169199633","host_organization_name":"Aston University","host_organization_lineage":["https://openalex.org/I169199633"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Article"},{"id":"pmh:oai:wlv.openrepository.com:2436/620168","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/2436/620168","pdf_url":null,"source":{"id":"https://openalex.org/S4306401000","display_name":"Wolverhampton Intellectual Repository and E-Theses (University of Wolverhampton)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I119664326","host_organization_name":"University of Wolverhampton","host_organization_lineage":["https://openalex.org/I119664326"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"28","raw_type":"Journal article"}],"best_oa_location":{"id":"pmh:oai:publications.aston.ac.uk:30424","doi":null,"is_oa":true,"landing_page_url":"https://publications.aston.ac.uk/view/author/278f1860fe5b03c26464032bfc3a08d6.html>,","pdf_url":"https://publications.aston.ac.uk/id/eprint/30424/1/Articulating_the_service_concept_in_professional_service_firms.pdf","source":{"id":"https://openalex.org/S4306400483","display_name":"Aston Publications Explorer (Aston University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I169199633","host_organization_name":"Aston University","host_organization_lineage":["https://openalex.org/I169199633"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Article"},"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"score":0.800000011920929,"display_name":"Peace, justice, and strong institutions","id":"https://metadata.un.org/sdg/16"}],"study_designs":[],"awards":[{"id":"https://openalex.org/G8183213985","display_name":"Transforming SMEs in Creative Sectors through Business Model Innovation","funder_award_id":"324448","funder_id":"https://openalex.org/F4320320300","funder_display_name":"European Commission"}],"funders":[{"id":"https://openalex.org/F4320320300","display_name":"European Commission","ror":"https://ror.org/00k4n6c32"}],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2521367082.pdf","grobid_xml":"https://content.openalex.org/works/W2521367082.grobid-xml"},"referenced_works_count":48,"referenced_works":["https://openalex.org/W586803175","https://openalex.org/W639502140","https://openalex.org/W646406264","https://openalex.org/W1512965346","https://openalex.org/W1520294169","https://openalex.org/W1528027857","https://openalex.org/W1533200881","https://openalex.org/W1576130194","https://openalex.org/W1578672048","https://openalex.org/W1967500571","https://openalex.org/W1983274339","https://openalex.org/W1992324015","https://openalex.org/W1997885974","https://openalex.org/W2013223715","https://openalex.org/W2019224865","https://openalex.org/W2023115322","https://openalex.org/W2027343006","https://openalex.org/W2028839466","https://openalex.org/W2029279124","https://openalex.org/W2036763385","https://openalex.org/W2037955071","https://openalex.org/W2040509876","https://openalex.org/W2044290537","https://openalex.org/W2059313565","https://openalex.org/W2060621198","https://openalex.org/W2061299638","https://openalex.org/W2061813197","https://openalex.org/W2073413311","https://openalex.org/W2075377481","https://openalex.org/W2088502722","https://openalex.org/W2097302984","https://openalex.org/W2116201926","https://openalex.org/W2128300405","https://openalex.org/W2131384619","https://openalex.org/W2133618411","https://openalex.org/W2135910982","https://openalex.org/W2141951329","https://openalex.org/W2148940838","https://openalex.org/W2156943401","https://openalex.org/W2156990071","https://openalex.org/W2434381136","https://openalex.org/W2478387368","https://openalex.org/W2496428351","https://openalex.org/W2606042081","https://openalex.org/W2804597124","https://openalex.org/W2910572681","https://openalex.org/W3122322539","https://openalex.org/W4250890840"],"related_works":["https://openalex.org/W2029279124","https://openalex.org/W7135221002","https://openalex.org/W2753245491","https://openalex.org/W1982928739","https://openalex.org/W2190056423","https://openalex.org/W2625932445","https://openalex.org/W2312576063","https://openalex.org/W6986613584","https://openalex.org/W7012908446","https://openalex.org/W2219100270"],"abstract_inverted_index":{"Purpose":[0],"The":[1,50,186,217],"purpose":[2],"of":[3,14,30,47,56,75,122,160,164,198,225,234,238],"this":[4],"paper":[5],"is":[6,69,194],"to":[7,11,22,71,94,112,136,146,153,175,182,196,210,222],"propose":[8],"a":[9,58,86,89,170,227,232],"solution":[10],"the":[12,38,48,54,73,114,120,124,180,214,223,236],"challenges":[13,237],"professional":[15],"service":[16,60,125,172,229],"firms":[17],"(PSF),":[18],"which":[19],"are":[20,100,151],"referred":[21],"as":[23,134,231],"cat":[24],"herding,":[25],"opaque":[26],"quality":[27],"and":[28,44,80,108,118,132,139,162,178,200,205,212],"lack":[29,163],"process":[31,55],"standardization.":[32],"These":[33,149],"result":[34],"from":[35,155],"misalignment":[36],"in":[37,85,110,166],"mental":[39,116],"pictures":[40,117],"that":[41],"managers,":[42],"employees":[43,81,129],"customers":[45],"have":[46],"service.":[49],"study":[51,218],"demonstrates":[52],"how":[53],"articulating":[57,123,226],"shared":[59,171,228],"concept":[61,173,230],"reduces":[62],"these":[63],"challenges.":[64],"Design/methodology/approach":[65],"A":[66],"narrative":[67,187],"methodology":[68,188],"used":[70],"analyze":[72],"perspectives":[74],"old":[76],"management,":[77],"new":[78,143],"management":[79,144],"during":[82],"organizational":[83],"change":[84,133],"PSF":[87],"\u2013":[88],"website":[90],"design":[91],"company":[92],"growing":[93],"offer":[95],"full-service":[96],"branding.":[97],"Group":[98],"narratives":[99],"constructed":[101],"using":[102],"longitudinal":[103],"data":[104],"gathered":[105],"through":[106],"interviews":[107],"fieldwork,":[109],"order":[111],"compare":[113],"misaligned":[115],"show":[119],"benefits":[121],"concept.":[126],"Findings":[127],"Professional":[128],"view":[130],"growth":[131],"threats":[135,150],"their":[137],"culture":[138],"practice,":[140],"particularly":[141],"when":[142],"seeks":[145],"standardize":[147],"processes.":[148],"revealed":[152],"stem":[154],"misinterpretations":[156],"caused":[157],"by":[158],"miscommunication":[159],"intentions":[161],"participation":[165],"decision":[167],"making.":[168],"Articulating":[169],"helps":[174,189],"align":[176],"understanding":[177],"return":[179],"firm":[181],"equilibrium.":[183],"Research":[184],"limitations/implications":[185],"unpack":[190],"conflicting":[191],"perspectives,":[192],"but":[193],"open":[195],"claims":[197],"subjectivity":[199],"misrepresentation.":[201],"To":[202],"ensure":[203],"fairness":[204],"trustworthiness,":[206],"informants":[207],"were":[208],"invited":[209],"review":[211],"approve":[213],"narratives.":[215],"Originality/value":[216],"contributes":[219],"propositions":[220],"related":[221],"value":[224],"means":[233],"minimizing":[235],"PSFs.":[239]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":6},{"year":2021,"cited_by_count":5},{"year":2020,"cited_by_count":4},{"year":2019,"cited_by_count":1}],"updated_date":"2026-10-29T09:56:32.521200","created_date":"2016-09-30T00:00:00"}