Enacting Professional Service Work in Times of Digitalization and Potential Disruption
Enacting Professional Service Work in Times of Digitalization and Potential Disruption
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在数字化和潜在颠覆时代开展专业服务工作
DOI：
10.1177/1094670520916801
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发表时间：
2020
影响因子：
12.4
通讯作者：
F. Pemer
中科院分区：
文献类型：
--
作者：
F. Pemer
数字化有可能颠覆许多服务行业。这在提供标准化企业对消费者服务的行业中已经很明显。即使是知识密集型的企业对企业 (B2B) 服务也越来越多地融合数字技术。然而，随着任务越来越多地由机器人或人工智能执行，人们对这种类型的服务及其相关服务工作发生了怎样的变化知之甚少。本研究通过探讨审计和公共关系/传播 (PR/C) 咨询这两个高度知识密集型 B2B 服务行业的一线员工如何开展服务工作来应对数字化，从而填补了这一空白。基于对 50 名专业人士的访谈研究，并采取跨学科立场，我们发现（与之前的研究结果相反）审计公司比 PR/C 公司更广泛地接受数字化。此外，我们发现，一线员工对服务工作的执行受到技术创新与其服务所依赖的智能类型之间的契合度以及他们的职业身份和公司内部服务氛围的影响。我们通过提出命题和概念模型来总结本文，并概述服务公司如何支持一线员工在服务工作中融入数字技术。
Digitalization has the potential to disrupt many service industries. This is already evident in industries offering standardized business-to-consumer services. Even knowledge-intensive business-to-business (B2B) services have increasingly blended digital technologies. Yet, little is known about how this type of service and its associated service work has changed, as tasks are being increasingly performed by robots or through artificial intelligence. This study fills this void by exploring how frontline workers in two highly knowledge-intensive B2B service industries—auditing and public relations/communication (PR/C) consulting—enact their service work in response to digitalization. Building on an interview study with 50 professionals and taking an interdisciplinary stance we find—contrary to the findings in previous research—that auditing firms embrace digitalization to a larger extent than PR/C firms. Further, we find that the frontline workers’ enactment of their service work is influenced by the fit between technological innovations and the type of intelligence their services are built on, as well as their occupational identities and the service climate within the firms. We conclude the article by developing propositions and a conceptual model, and outline how service firms can support their frontline workers’ infusion of digital technologies in their service work.
影响因子：
12.4
作者：
van Doorn, Jenny;Mende, Martin;Petersen, J. Andrew
通讯作者：
Petersen, J. Andrew