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A life-cycle perspective of professionalism in services

机译：服务专业化的生命周期视角

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摘要

In this article, we develop a professional service life cycle model to describe the changes in professional work over time. We explore the drivers of these changes through an in-depth longitudinal case study of one specific professional service - Leadership in Energy & Environmental Design (LEED) consulting. We focus on understanding the evolutionary path of LEED consulting work as a result of its knowledge base, community and response to market and technological forces. Case evidence demonstrates an inherent tension between innovation and commodification resulting from multiple demands through various developmental stages. The life cycle model has important implications for value-creation in professional service operations management. First, it broadens the theoretical investigation of professional services to consider all processes and people along the professional continuum - from most innovative to commodified. Coordinated effort along the professional continuum is the key to delivering both effectiveness and efficiency. Second, proactively managing the transitions along the evolutionary path is both possible and desirable. Standardization and specialization improve talent allocation and boost future innovation. We suggest future opportunities to test and enrich the model. (C) 2016 Elsevier B.V. All rights reserved.
机译：在本文中，我们开发了一个专业的服务生命周期模型来描述专业工作随时间的变化。我们通过对一种特定的专业服务-能源与环境设计领导（LEED）咨询的深入纵向案例研究，探索了这些变化的驱动因素。我们专注于了解LEED咨询工作的知识基础，社区以及对市场和技术力量的响应，从而逐步演变出LEED咨询工作。案例证据表明，在不同的开发阶段，由于多种需求而导致的创新与商品化之间存在着内在的张力。生命周期模型对于专业服务运营管理中的价值创造具有重要意义。首先，它扩大了专业服务的理论研究范围，以考虑专业连续性中的所有流程和人员-从最具创新性到商品化。在职业连续性方面的协调努力是提供有效性和效率的关键。其次，主动地管理沿着进化路径的过渡既可能也是理想的。标准化和专业化可以改善人才配置并促进未来的创新。我们建议将来有机会测试和丰富该模型。 （C）2016 Elsevier B.V.保留所有权利。

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  • 来源
    《Journal of operations management》 |2016年第3期|25-38|共14页
  • 作者

    Lawrence Benjamin; Zhang Jie J.; Heineke Janelle;

  • 作者单位

    Cornell Univ, Sch Hotel Adm, 565b Statler Hall, Ithaca, NY 14850 USA;

    Univ Vermont, Grossman Sch Business, 205 Kalkin Hall,55 Colchester Ave, Burlington, VT 05405 USA;

    Boston Univ, Questrom Sch Business, 669A,595 Commonwealth Ave, Boston, MA 02215 USA;

  • 收录信息 美国《科学引文索引》(SCI);美国《工程索引》(EI);
  • 原文格式 PDF
  • 正文语种 eng
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