Relationships, the role of individuals and knowledge flows in the internationalisation of service firms

Article

Lindsay, Valerie, Chadee, Doren, Mattsson, Jan, Johnston, Robert and Millett, Bruce. 2003. "Relationships, the role of individuals and knowledge flows in the internationalisation of service firms." International Journal of Service Industry Management. 14 (1), pp. 7-35. https://doi.org/10.1108/09564230310465976
Article Title

Relationships, the role of individuals and knowledge flows in the internationalisation of service firms

ERA Journal ID19799
Article CategoryArticle
AuthorsLindsay, Valerie (Author), Chadee, Doren (Author), Mattsson, Jan (Author), Johnston, Robert (Author) and Millett, Bruce (Author)
Journal TitleInternational Journal of Service Industry Management
Journal Citation14 (1), pp. 7-35
Number of Pages29
Year2003
PublisherEmerald
Place of PublicationUnited Kingdom
ISSN0956-4233
1758-6704
Digital Object Identifier (DOI)https://doi.org/10.1108/09564230310465976
Web Address (URL)https://www.emerald.com/insight/content/doi/10.1108/09564230310465976/full/html
Abstract

This article develops a new conceptual model of knowledge flows within international service firms. Our model takes explicit account of the critical role of relationships and the individual as being central to the process of knowledge transfer for service firms. The model is then validated with data collected from five international service firms using critical event analysis techniques. The findings reinforce our contention that the individual plays a critical role in the process of knowledge transfer and that relationships form an integral part of this process. The implications of this finding are also discussed.

Keywordsindividual behaviour; knowledge transfer; service operations; international business
ANZSRC Field of Research 2020350302. Business information management (incl. records, knowledge and intelligence)
350706. International business
350499. Commercial services not elsewhere classified
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Byline AffiliationsUniversity of Auckland, New Zealand
Roskilde University, Denmark
University of Warwick, United Kingdom
School of Management and Marketing
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