Main tensions in digitalization processes of SPSFs
| Level of analysis | Emerging tensions |
|---|---|
| Intra-organizational tensions |
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| Inter-organizational tensions |
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| Organizational tensions related to the service offering |
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| Level of analysis | Emerging tensions |
|---|---|
| Intra-organizational tensions | Exploring new organizational processes vs exploiting existing organizational processes Pursuing process standardization vs maintaining informal/flexible interaction |
| Inter-organizational tensions | Need for digital technology partners vs fear of technology supplier dependence Search for cooperation vs fear of opportunistic behaviour in relationships with other professional firms Search for standardized exchanges vs maintaining informal/flexible interaction with customers |
| Organizational tensions related to the service offering | Innovation in basic services offering vs diversification towards advanced/consulting-based services |