Managerial practices and the productivity of knowledge- intensive service businesses: An analysis of digital/IT and cash management practices

摘要

Knowledge-intensive service firms achieve superior productivity levels with management practices oriented to improve the relationship with customers. Managerial practices linked to digital and IT-based practices and cash management techniques contribute to enhance SMEs' productivity level. The positive effect of cash management techniques and digital/IT-based practices is conditioned by the characteristics of the businesses' operations, in our case, the knowledge orientation of the organization. While nonknowledge-based businesses benefit more from practices linked to digitization and IT practices, knowledge-intensive businesses capitalize more on management practices that seek to improve the relationship with customers.