This study identified the research trends and intellectual structure of chatbots, through
chatbot-related articles to suggest a future research agenda. Systematic literature reviews …

With the rise of artificial intelligence (AI), professional services firms (PSFs) need to innovate
their services to adapt to AI. However, traditional ad hoc innovations driven by individual …

Purpose Frontline employees frequently experience tension at work. Based on paradox
theory, this study investigates why and when tension can result in positive performance …

Digital technologies and platforms such as computers, mobile devices and social media
have changed the way consumers and service providers interact with each other during the …

Purpose This research aims to explore and theorize the role of embodied practices–
orchestrated by service providers–in the social production of servicescapes. It is claimed that …

Purpose The purpose of the paper is to analyze the supply and demand of marketing and
communication consulting services and evaluate actual and perceived gaps …

Purpose The purpose of this paper is to identify the role of digitalization on the key
characteristics of professional service firms (PSFs) that are part of the service sector and …

Digitalisation offers many business opportunities for professional service firms (PSFs) in
general and for tax consulting in particular. Digitalisation is changing the cost structures of …

This evaluation research discusses how information technology governance in the
Indonesian National Police (POLRI) uses the COBIT 5 model approach. This study aims to …

Digital Transformation (DT) strives to alter an entity by substantially changing its
characteristics facilitated by integrating digital technologies. Albeit numerous barriers hinder …