Delivering ‘Effortless Experience’ Across Borders: Managing Internal Consistency in Professional Service Firms

This article explores how professional service firms manage across borders. When clients require consistent services delivered across multiple locations, especially across borders, then firms need to develop an organization that is sufficiently flexible to be able to support such consistent service delivery. Our discussion is illustrated by the globalization process of law firms. We argue that the globalization of large corporate law firms primarily takes place in terms of investments in the development of protocols, processes and practices that enhance internal consistency such that clients receive an ‘effortless experience’ of the service across multiple locations worldwide. Over the longer term the ability to deliver such effortless experience is dependent upon meaningful integration within and across the firm. Firms that achieve this are building a source of sustainable competitive advantage

Succeeding with Smart People Initiatives: Difficulties and Preconditions for Smart City Initiatives that Target Citizens

Smart City is a paradigm for the development of urban spaces through the implementation of state-of-the-art ICT. There are two main approaches when developing Smart Cities: top-down and bottom-up. Based on the bottom-up approach, the concepts of Smart People and Smart Communities have emerged as dimensions of the Smart City, advocating for the engagement of citizens in Smart People initiatives. The aim of this research is both to find the types of Smart People initiatives and to identify their difficulties and preconditions for success. However, such initiatives that aim to (1) leverage the citizens intellectually and (2) use citizens as a source of input for ideas and innovation, are understudied. Therefore, this research proposes a concentrated framework of Smart People initiatives from an extensive literature review. On one hand, this framework contributes with a common ground and vocabulary that facilitates the dialogue within and between practitioners and academia. On the other hand, the identification of difficulties and preconditions guides the academia and practitioners in how to successfully account for citizens in the Smart City. From the literature review and the conduct of case studies of five European cities, participation came out as the key difficulty across both types of Smart People initiatives and cases, closely followed by awareness, motivation and complexity

Ethical Evaluation of Learning Organizations: A Conceptual Framework

A key assumption for recognizing knowledge society is the existence of learning organizations. As a result, literature has been fruitful in engaging a wide debate concerning its characteristics, dimensions, evolution, evaluation procedures, or ethical behaviour. Likewise, it is interesting to denote that research appears to pay little regard to the impacts of existing ethical and social dilemmas about knowledge creation, retention/use and sharing within organizational contexts. Therefore, the key purpose of this manuscript is to present a conceptual framework that denotes these dilemmas and their impacts in organizational strategy.For that, this contribution resumes an ongoing research project which intends to approach ethical and social dilemmas in learning organizations. Moreover, it suggests that these dilemmas impact on organizational strategy, as well as that existing evaluation models for learning organizations do not promote the ethical evaluation