Towards a contingent understanding of the operational characteristics and managerial challenges of professional services: a sector-specific study of US management consultancy

摘要

This paper critically examines extant conceptualizations of professional services operations management (PSOM) using mixed-method data (semi-structured interview, focus group, and a best-worst choice experimental survey) collected from consultancy services operating in the US travel, tourism, and hospitality (TTH) sector. Analysis supports the need for a more contingent perspective of PSOM, rather than the 'one-size-fits-all' model that predominates currently. Finally, we identify the important contingent role that firm size, seniority, and specialisation appear to play on the characteristics and managerial challenges of consultancy services within our study.