Citation:

Amit Mangal, 2022. "Envisioning the Future of Professional Services: ERP, AI, and Project Management in the Age of Digital Disruption"ESP Journal of Engineering & Technology Advancements  2(4): 71-79.

Abstract:

The study explores the impact of digitalization on professional service firms (PSFs) amidst the rise of technologies like ERP, AI, and project management systems. It addresses the need to understand frontline workers' responses to digital disruption in auditing and public relations/communication (PR/C) consulting firms in the USA. By integrating insights from service intelligence, occupational identity, service climate, and frontline service work, the study uncovers nuanced reactions to digitalization. It finds that the fit between service intelligence and technology shapes firms' perceptions, with auditing firms perceiving digitalization as more disruptive and embracing automation, while public relations/communication (PR/C) firms maintain human-centric approaches. Occupational identity influences frontline workers' perceptions, and service climate significantly influences firms' adoption of digitalization. Digitalization prompts the emergence of new service roles, with auditing firms innovating tech-based services and public relations/communication (PR/C) firms relying on traditional ones. Premium service firms adopt coordinating roles, and translators bridge auditing and technological domains. The study offers theoretical understanding and practical insights for navigating digital disruption in professional services.

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Keywords:

EHR Systems, Oncology, Cancer, Healthcare.