Increasingly the services sector is seen as important to economic development. In recent years competition has increased within this sector, in particular, within the professional service sector. Consequently, as competition increases service firms need to provide value for clients and need to differentiate their service offerings from those of competitors. In other words, service firms must be innovative in order to attain and maintain profitable organisational performance. Innovation is seen as a core capability, and a key source of competitive advantage. Nonetheless, despite the importance of innovation to all organisations, prior research has focused on manufacturing and high-technology industries. While this has contributed to our understanding of innovation within these industries, the role and significance of innovation in service industries is less well understood. Importantly, our understanding of innovation within the professional service sector is underdeveloped. This research addresses this significant gap. The aim of the thesis is to create new knowledge by providing a clearer understanding of the organisational innovation capabilities and their effects on organisational performance within professional service firms (PSFs). Specifically, the research is designed to: (1) develop and validate an organisational innovation capabilities scale for PSFs; and (2) model the relationships between dimensions of organisational innovation capabilities and dimensions of organisational performance in PSFs. An integrated multi-methods research program was undertaken. First, a critical review of relevant literature was conducted to identify the key constructs and theories on organisational innovation. Second, Study 1 consisted of thirty-seven semi-structured in-depth interviews with professional service providers. The key objective of Study 1 was to determine the types of innovation capabilities specific to PSFs. Additionally, the interviews assisted in refining constructs for the conceptual model. Third, Study 2a involved the development of a multi-dimensional innovation capabilities scale for PSFs (n = 255) which was validated on a sample of professional executives (n = 208). Refinement of existing organisational performance measures was also carried out. Fourth, Study 2b tested the hypothesised relationships of the structural model, and provided insights into the firm characteristics that influence organisational innovation capabilities. The findings of this research highlight the importance of innovation within a professional service context. Specifically, this research found that the ability to innovate is viewed as a way to add value for clients, differentiate the firm and the firm’s services and products and to attain competitive advantage. Professional service innovation capabilities was found to be a multi-dimensional construct comprised of client-centred solutions, marketing strategy and technology innovation capabilities. The results support a positive and significant relationship between client-centred solutions innovation capability and customer performance, and in turn, firm performance. The results also support a positive and significant relationship between marketing strategy innovation capability and firm performance. Interestingly, no support was found for a relationship between technology innovation capability and firm performance. Further, PSFs in country and regional areas had a higher level of total innovation capability and technology innovation capability than their city counterparts. Small PSFs, where the total number of employees was approximately three, and whose main client-base were individual or corporate clients had a higher level of client-centred solutions innovation capability. Finally, the findings and frameworks developed in this thesis provide a basis for the development of a clearer understanding of the conceptual and empirical links between organisational innovation capabilities and performance outcomes within the professional service firm context, thus contributing to theory and practice.

This thesis analyses individual experiences of the promotion process to Managing Director within a global bank to identify the contribution made by social capital. Using Nahapiet and Ghoshal’s (1998) three-dimension framework as the theoretical lens, the thesis extends social capital research beyond its largely quantitative focus on network analysis (structural dimension) to understand more clearly the relative importance and impact of the relational and cognitive dimensions. Semi-structured interviews were conducted with 34 men and women in an investment bank and a template-based analysis of their accounts was made. The findings make visible, the invisible mechanisms which enable or constrain the creation, development and use of social capital and, therefore, its contribution to securing the position of Managing Director. The findings highlight the need to consider the importance of agency, relationship level and gender in this context. The study makes three key contributions. First, it extends Nahapiet and Ghoshal’s (1998) theory of social capital, in the context of career progression, by demonstrating how each social capital dimension is operationalized and interdependent. Second, the research explicitly demonstrates the crucial role social capital plays in an executive-level promotion process, thereby revealing a complex and multi-layered system. Third, the study extends our knowledge of the gendered nature of senior-level career progression by identifying the particular barriers women face, compared to men, in their efficacious use of social capital for promotion in a global bank.

This thesis analyses individual experiences of the promotion process to Managing Director within a global bank to identify the contribution made by social capital. Using Nahapiet and Ghoshal’s (1998) three-dimension framework as the theoretical lens, the thesis extends social capital research beyond its largely quantitative focus on network analysis (structural dimension) to understand more clearly the relative importance and impact of the relational and cognitive dimensions. Semi-structured interviews were conducted with 34 men and women in an investment bank and a template-based analysis of their accounts was made. The findings make visible, the invisible mechanisms which enable or constrain the creation, development and use of social capital and, therefore, its contribution to securing the position of Managing Director. The findings highlight the need to consider the importance of agency, relationship level and gender in this context. The study makes three key contributions. First, it extends Nahapiet and Ghoshal’s (1998) theory of social capital, in the context of career progression, by demonstrating how each social capital dimension is operationalized and interdependent. Second, the research explicitly demonstrates the crucial role social capital plays in an executive-level promotion process, thereby revealing a complex and multi-layered system. Third, the study extends our knowledge of the gendered nature of senior-level career progression by identifying the particular barriers women face, compared to men, in their efficacious use of social capital for promotion in a global bank.

We are amidst a period of radical change in Management Consulting worldwide. The latter half of the twentieth century has seen major extensions to the range of services promoted under the umbrella of Management Consulting. The traditional Management Consulting Firms, such as McKinsey & Co., tend to provide strategy consulting. By contrast, the other multinational Management Consulting Firms have focused on Business Process Re-engineering and other services with an Information Technology emphasis. Significantly, several multinational Management Consulting Firms have come under the control of Information Technology companies. As yet, very little research has been conducted into the issues that Management Consultants face in Australia. This research project provides an empirical investigation aimed at identifying these issues. In doing so, the study intends to answer the following research question "What are the major issues facing Management Consulting Firms in Australia?" To assist in answering this overarching question the study endeavours to address three investigative questions (1) What is the relative severity of issues facing Management Consulting Firms in Australia? (2) What are the Knowledge Management related issues facing Management Consulting Firms in Australia? And (3) What distinctions can be made between Knowledge Management issues and approaches of small-medium sized Management Consulting Firms and large Management Consulting Firms? This thesis is a compilation and comparison of evidence gathered from four separate but related sub-studies into the Management Consulting industry. The first, a Context Case Study of Management Consulting issues faced by small-medium sized firms, aimed to generate a rich, qualitative description of the study context, which, in turn, provides background to a larger follow-up Issues Delphi Study. Interpretation of the data gathered for the Context Case Study focuses on gaps between the literature and observed practice. The Issues Delphi Study garners response from members of the Institute of Management Consultants (IMC) in two survey rounds that inventory issues and then gauge their importance. In addition, an exploratory and descriptive case study was performed to investigate Knowledge Management Strategies and Practices in the Australian branch of Accenture, a well known International Management Consulting Firm. Though the Accenture Case Study has an operational emphasis, both macro and micro issues of Knowledge Management are considered; macro issues pertain to the strategic leverage of Knowledge Assets, while micro issues pertain to creation, transfer and reuse of knowledge within the firm, and between the firm and its clients. Knowledge Management is identified as essential to the achievement of sustained competitive advantage for all Professional Service Firms; of which Management Consulting Firms are a subset. As such, a conceptual analysis of the Knowledge in Professional Service Firms model, developed by Empson and Morris (1998), was performed to enhance the researchers understanding of Knowledge Management in Management Consulting Firms. The analysis of the model's constructs and their relationships assists the researcher's analysis of data gathered from the other three sub-studies. In addition, the attempt to develop several model variants is explored and an argument for the resulting final model variant which incorporates a new construct, Knowledge Management, is presented. Finally, the study compares the issues identified from the four separate sub-studies. The issues gathered are mapped into Knowledge in Professional Service Firms model, providing useful insights into the importance of sound Knowledge Management practices in small, medium and large Management Consulting Firms.

Increasingly the services sector is seen as important to economic development. In recent years competition has increased within this sector, in particular, within the professional service sector. Consequently, as competition increases service firms need to provide value for clients and need to differentiate their service offerings from those of competitors. In other words, service firms must be innovative in order to attain and maintain profitable organisational performance. Innovation is seen as a core capability, and a key source of competitive advantage. Nonetheless, despite the importance of innovation to all organisations, prior research has focused on manufacturing and high-technology industries. While this has contributed to our understanding of innovation within these industries, the role and significance of innovation in service industries is less well understood. Importantly, our understanding of innovation within the professional service sector is underdeveloped. This research addresses this significant gap. The aim of the thesis is to create new knowledge by providing a clearer understanding of the organisational innovation capabilities and their effects on organisational performance within professional service firms (PSFs). Specifically, the research is designed to: (1) develop and validate an organisational innovation capabilities scale for PSFs; and (2) model the relationships between dimensions of organisational innovation capabilities and dimensions of organisational performance in PSFs. An integrated multi-methods research program was undertaken. First, a critical review of relevant literature was conducted to identify the key constructs and theories on organisational innovation. Second, Study 1 consisted of thirty-seven semi-structured in-depth interviews with professional service providers. The key objective of Study 1 was to determine the types of innovation capabilities specific to PSFs. Additionally, the interviews assisted in refining constructs for the conceptual model. Third, Study 2a involved the development of a multi-dimensional innovation capabilities scale for PSFs (n = 255) which was validated on a sample of professional executives (n = 208). Refinement of existing organisational performance measures was also carried out. Fourth, Study 2b tested the hypothesised relationships of the structural model, and provided insights into the firm characteristics that influence organisational innovation capabilities. The findings of this research highlight the importance of innovation within a professional service context. Specifically, this research found that the ability to innovate is viewed as a way to add value for clients, differentiate the firm and the firm’s services and products and to attain competitive advantage. Professional service innovation capabilities was found to be a multi-dimensional construct comprised of client-centred solutions, marketing strategy and technology innovation capabilities. The results support a positive and significant relationship between client-centred solutions innovation capability and customer performance, and in turn, firm performance. The results also support a positive and significant relationship between marketing strategy innovation capability and firm performance. Interestingly, no support was found for a relationship between technology innovation capability and firm performance. Further, PSFs in country and regional areas had a higher level of total innovation capability and technology innovation capability than their city counterparts. Small PSFs, where the total number of employees was approximately three, and whose main client-base were individual or corporate clients had a higher level of client-centred solutions innovation capability. Finally, the findings and frameworks developed in this thesis provide a basis for the development of a clearer understanding of the conceptual and empirical links between organisational innovation capabilities and performance outcomes within the professional service firm context, thus contributing to theory and practice.

In this study, I have developed the theoretical concept Service Bullwhip Effect (SBWE) by examining it within the professional services context through a single case study at a Swedish consultancy firm. The research questions that have been guiding the study are the following: F1. How does the service bullwhip effect differ in professional service firms compared with other service firms? F2. How can the service bullwhip effect be mitigated within professional service firms? The purpose of the study is thus to contribute to the research area of Service Supply Chain Management, and its theoretical concept SBWE. I do this by studying the SBWE within the context of professional service firms (PSF), and analyze how it differentiate itself from other service firms, and how it can be mitigated within this context. The methodology used have been a combination of data sources that were collected in the form of primary qualitative data, and secondary quantitative data from the service supply chain of a consultancy firm. My findings indicate that a SBWE exists to some extent within the professional services context. Its presence, however, was limited due to the inherent characteristics of PSFs. From this I put forward the following three propositions: H1. The service bullwhip effect exists to some extent within professional service firms, and primarily in the form of a negative effect due to a work underdelegation. H2. Shortage gaming does not exist within the professional services context due to the close relation these firms have with its customers. H3. Batch ordering exists within professional service firms in the form of project clusters. Furthermore, managerial recommendations are also provided on how to mitigate the SBWE within the PSFs. My findings points towards a reduced emphasis on the individual utilization rate for the more senior consultants within the firm. Instead, I see that a larger emphasis should be put on the economic performance of projects when evaluating consultants that are project leaders. Research implications & limitations - As a single case, the research achieves a significant depth within the studied consultancy context, but have a limited generalizability. Therefore, the developed propositions will need to be tested within other types of PSFs, and thus with different sets of characteristics. / I denna studie har jag byggt vidare på teorier kopplade till Service Bullwhip Effect (SBWE) genom att undersöka konceptet inom den kunskapsintensiva tjänstesektorn. Detta har jag gjort genom en fallstudie på analys- och teknikkonsultföretaget WSP i form av en kvalitativ och kvantitativ datainsamling. Den insamlade empirin jämfördes med resultat från tidigare studier för att analysera huruvida SBWE existerar inom kunskapsintensiva tjänsteverksamheter, och hur denna effekt i så fall skiljer sig från andra tjänsteverksamheter. Utifrån analysen har jag fört en diskussion med koppling till de forskningsfrågor som styrt studien: F1. Hur skiljer sig Service Bullwhip Effect inom kunskapsintensiv tjänsteverksamhet jämfört med andra tjänsteverksamheter? F2. Hur kan Service Bullwhip Effect hanteras inom en kunskapsintensiv tjänsteverksamhet? Studiens slutsatser utifrån den första forskningsfrågan (F1) pekar bland annat på att en SBWE existerar till viss del inom kunskapsintensiva tjänsteföretag. Dock inte i samma utsträckning som inom icke kunskapsintensiva tjänsteverksamheter. Dessa slutsatser summeras i form av tre nya hypoteser: H1. The Service Bullwhip Effect existerar till viss del inom kunskapsintensiv tjänsteverksamhet, och främst i form av en negativ effekt på grund av en underdelegation av arbetsuppgifter. H2. Shortage Gaming existerar inte inom kunskapsintensiv tjänsteverksamhet på grund av den nära relationen med kunderna. H3. Batch ordering existerar inom kunskapsintensiv tjänsteverksamhet i form av uppdragskluster. De dragna slutsatserna konfirmerar därmed teorierna inom området samtidigt som branschspecifika adapteringar av teorin föreslås utifrån de särskilda förhållandena som råder inom den kunskapsintensiva tjänstesektorn. Dessa slutsatser har dock en låg generaliserbarhet och validitet då jag i denna studie undersökt ett specifikt fall, och därmed presenterar jag mina slutsatser i form av hypoteser som kräver testning genom ytterligare studier. Slutligen ger jag ledningsmässiga rekommendationer utifrån den andra forskningsfrågan (F2). Dessa rekommendationer har sitt fokus på hur SBWE kan motverkas utifrån det specifika fallet inom konsultföretaget, och hur en rådande underdelegation kan bearbetas av verksamhetens ledning. För att motverka SBWE, och en underdelegation av arbetsuppgifter, så rekommenderar jag bland annat att seniorkonsulterna utvärderas med en låg prioritet utifrån deras beläggningsgradskrav, och med hög prioritet utifrån deras ansvar över uppdragsekonomin.

Background: Professional services firms (PSFs) face unique challenges when internationalisingdue to their intangible services and the need to adapt to local markets. Digital technologies havemade internationalisation more efficient since firms utilise digital communication tools (DCTs).However, PSFs still struggle to internationalise due to the need to establish a local presence tocreate competitive advantages where language plays an important role integrated fully into thetargeted countries. Problem: The internationalisation of PSFs is a complex process that involves interrelated researchstreams, such as the utility of digitised tools and the importance of language strategy. However,the research is fragmented and lacks a multidimensional discipline that incorporates all factorsapplied when PSFs internationalise. Therefore, there is a need for more efforts to broaden theconceptualisation of the PSF internationalisation process. Purpose: Provide a multidimensional perspective on the practical and theoretical knowledge PSFsrequire when expanding internationally. The aim is to explore the phenomenon’s complexity tointernationalise as PSFs and the interrelationships with factors such as DCTs and language. Method: The research is a qualitative multiple-case study using semi-structured interviews toretrieve primary data. Triangulation is applied to guarantee an in-depth inquiry, combining primarydata and secondary data consisting of scanning social media platforms of the case companies andnon-responsive textual data in the form of company reports, websites, etc. The data was analysedusing thematic and cross-cage analysis. Conclusion: The results show the importance of relationships when PSFs internationalise and aneed to adapt locally. PSFs perceive the utility of DCTs as an enabler of internationalisation butdiscovered a limitation of DCTs where the importance of relationships and physical meetingscreate a gap when establishing relationships. In addition, language is strategically selected to meetthe market’s needs and increase local adaptiveness by using the local language. We can furtherconclude that the “fluffier stuff decides the game” when PSFs internationalise due to underlyingfactors such as language, cultural context and relationships, guiding how PSFs expand into foreignmarkets.

In professional partnerships, partners have to agree how to split their income between each other. Such a profit sharing system (PSS) must be perceived as being fair and motivating to ensure the enduring success of the partnership. Surprisingly, quite different systems are in use today in otherwise comparable firms. The understanding of a “fair share” and how to motivate best varies con-siderably. Existing literature on professional service firms rarely discusses in which circumstances the different PSS types are adequate; non-economic per-spectives are scarce. Using semi-structured interviews with senior partners from large German law firms, this study evaluates their understanding of trust, fairness and motivation, and how that links to their respective PSS’s. It adds the otherwise missing peer-to-peer perspective to existing organisational research on fairness, trust and motivation. The findings include the presence of both extrinsic and intrinsic motivation through money, but also through peer pressure. Different fairness ideals clearly link to PSS types. Mutual trust, based on knowing each other, is key in all but one PSS type. An important, but yet overlooked differentiator between PSS’s is whether profit distribution decisions are made based on algorithms or on human (committee) decisions. A new framework is developed that links the beliefs and values of the partners with the specific characteristics of the PSS, which are systematically assessed for the first time. This framework offers partners from law firms and potentially other professional service firms a methodical approach to identify and discuss their needs and to identify the most appropriate PSS for their specific situation.

Yes / Purpose – The management of reputation and status is central to creative professional service firms (CPSFs) rendering the internationalisation process a particular challenge. We build on arguments that internationalisation requires moving from outsidership to insidership within client networks and focus on how CPSFs build signals about quality to start this process. Design/methodology/approach – The exploration draws from the international business, professional services and organizational status bodies of literature. A multiple case study design is developed comprising ten Irish architecture firms. In-depth semi-structured interviews were conducted. Findings - The findings clarify how relationships start in the internationalisation process through signal building. This allows firms to join client networks moving from outsidership to insidership. Our findings systemise three different approaches for CPSFs: from outsidership to insidership within a local market network, within a global industry network and within a global project network. Research Limitations/Implications – Research within other sectoral and geographical contexts could support transferability of the findings. Practical implications – The study has implications for CPSF’s international business strategies as it identifies multiple paths to gaining network insidership and the tactics employed to achieve this.

<p>AbstractPurposeTo study which and how project management methodologies are applied in consulting firmsApproachThe study begins by reviewing literature on Traditional Project Management (TPM) andAgile Project Management (APM) methodologies ending with characteristics of the twomethodologies that identify a project as applying one methodology or another. The literaturethen reviews the nature of consulting firms emphasising on elements such as the professional,professional services and professional service firms before reviewing how projects areimplemented in consulting firms. A case study design is adopted and semi-structuredinterviews were conducted with PricewaterhouseCoopers-Ghana staff. Patterns from theinterviews are identified and compared with the characteristics of both Traditional and Agileproject management before drawing conclusions on which methodologies are applied andhow they are applied. Since APM is presumed to deal with problems of TPM in complexenvironments, challenges in applying TPM in consulting firms are assessed and the extent towhich APM responds to those challenges are also discussed.FindingsThe findings indicate that TPM is applied in consulting firms mainly for structured projects,whilst APM methods are also applied for some structured projects but very much forunstructured and ‘executory’ projects. APM also deals with some challenges of TPM butthose which are organisation related are not solved by applying APM methods.Research limitationThe limited number of people interviewed for this research is one key issue that limitsgeneralization to all consulting firms. However, it is hoped that this work serves as a basis forfurther research in this field.Practical implicationsThe study shows that whilst TPM will continuously be applied in consulting firms due to thenature of some projects, APM can also be applied to the benefit of consulting projects that areunstructured and ‘executory’. Therefore consulting firms do not need to ‘force’ structure intoall projects.Paper typeMasters Thesis – Research paperKeywordsTraditional project management, agile project management, consulting firms, professional,professional service, professional service firms</p>