The best augury of a man’s success in his profession is that he thinks it the finest in the world. (GEORGE ELIOT)
A central tenet of this book is that professional services and professional service firms differ from more conventional industrial or other services organizations. It is worth understanding why.
There is no single definition of what constitutes a PSF. One approach to this question (von Nordenflycht, 2010) identifies three distinctive characteristics:
1 Knowledge intensity – the services require command of complex knowledge and/or experience. The knowledge is likely to be embodied within individuals as well as in systems, processes ...