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

Valerie Lindsay (School of Business, The University of Auckland, Auckland, New Zealand)
Doren Chadee (School of Business, The University of Auckland, Auckland, New Zealand)
Jan Mattsson (Roskilde University, Roskilde, Denmark)
Robert Johnston (Warwick University, Warwick, UK)
Bruce Millett (University of Southern Queensland, Queensland, Australia)

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 March 2003

3125

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.

Keywords

Citation

Lindsay, V., Chadee, D., Mattsson, J., Johnston, R. and Millett, B. (2003), "Relationships, the role of individuals and knowledge flows in the internationalisation of service firms", International Journal of Service Industry Management, Vol. 14 No. 1, pp. 7-35. https://doi.org/10.1108/09564230310465976

Publisher

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MCB UP Ltd

Copyright © 2003, MCB UP Limited

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