From Near and Far: On the Role of Distance in Changing Professional Services

• Published in: The Journal of applied behavioral science Vol. 61; no. 2; pp. 181 - 194
• Main Authors: Adams, Tracey L., Brock, David M., Muzio, Daniel, Amis, John
• Format: Journal Article
• Language: English
• Published: Los Angeles, CA SAGE Publications 01.06.2025; SAGE PUBLICATIONS, INC
• Subjects: Borders; Changes; Client relationships; Consumers; Globalization; Governance; Optimism; Organizational change; Quality of service; Services; mobility; professional services; technology; distance
• ISSN: 0021-8863; 1552-6879
• DOI: 10.1177/00218863251328730

In this editorial, we consider how technology, globalization, and organizational changes have led to professional services being delivered increasingly at a distance. We argue that the impacts of these changes are felt at individual, organizational, and institutional field levels. Impacts include changes in professional career trajectories, collegiality and collaboration, and altered client–professional relations. These developments generate new challenges for governance and organizing across borders. While existing research is often optimistic about what these changes mean for professionals and consumers, some scholars raise concerns about their impact on professional–client interactions, trust, and service quality. In addition to examining these areas, we suggest opportunities for future research that can further our understanding of the implications of these changes for the provision and organization of professional services.