...Charlotta Kronblad; Johanna E. Pregmark; Rita Berggren Purpose This paper aims to understand what prevents established law firms from embracing digitalization and discusses barriers to solving the emerging ambidexterity problem. Law firms have been organized in the same way for decades. However...

...Ansumalini Panda; Srinivas Subbarao Pasumarti; Suvarna Hiremath Purpose The purpose of this paper is to identify the role of digitalization on the key characteristics of professional service firms (PSFs) that are part of the service sector and inherently oriented with intense knowledge, capital...

...Silvio Cardinali; Alessandro Pagano; Elisa Carloni; Marta Giovannetti; Lorenzo Governatori Purpose This study aimed to provide an exploratory analysis of digitalization processes in small professional service firms (SPSFs) by examining their main drivers and barriers and their impact on customer...

... service management literature. Digitalization Mental models Retail banking Sensemaking Service business Top executive team This study sheds light on the sensemaking of a top-level management team in a company that faces pressure to change – a situation that is typical for many business...