...) and machine learning? Design/methodology/approach Previous research suggests that law firms are slow in digital transformation, compared to other Professional Service Firms (PSFs). In this paper, the authors explore why this happens. Interview data from representatives in law firms are complemented...

... agility in the context of professional service firms. Design/methodology/approach The authors propose and examine a conceptual framework based on survey data from 127 professional service firms in New Zealand. Findings This study reveals the impact of digital platform capability on the business...

...Mai Nguyen Purpose Knowledge is the main product of professional service firms; therefore, knowledge is the key to success. Due to the nature of this organizational type, management in professional service firms has faced many challenges in encouraging employees to share knowledge. The diffusion...

...Vida Siahtiri Purpose The purpose of this paper is to analyze the relationship between Business-to-business professional service firms (B2B PSFs) customer cooperation capability (CCC) and its financial performance. This study explores how deep and broad expert and customer knowledge assist PSFs...

... service firms Total quality management This paper introduces a collaborative project being conducted by the Cowie Group and the University of Sunderland Business School, which investigates the effect of using computer software to support a quality management system. It describes how the Cowie Group...

... years of TQM operating experience, and that there are other more appropriate approaches to assist with the introduction of TQM. © MCB UP Limited 1995 Professional service firms TQM The worldwide business environment is characterized by fierce competition coupled with rapidly changing...

... – short of face‐to‐face confrontation. To this end recommends a policy of individualized feedback and illustrates this with an example from a professional service firm. Described as the 450° feedback process, it provides partners with internal (in‐house) and external (clients) perceptions of service...