Lindsay, Valerie and Chadee, Doren and Mattsson, Jan and 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. ISSN 0956-4233
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.
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