References
- Abdelzaher, D. M. (2012). The impact of professional service firms’ expansion challenges on internationalization processes and performance. The Service Industries Journal, 32(10), 1721–1738. https://doi.org/10.1080/02642069.2012.665901
- Accenture. (2019). “Accenture: Understanding machines: Explainable AI.” Accenture, Retrieved September 21, 2019, from https://www.accenture.com/_acnmedia/pdf-85/accenture-understanding-machines-explainable-ai.pdf#zoom=50
- Agariya, A. K., & Singh, D. (2011). What really defines relationship marketing? A review of definitions and general and sector-specific defining constructs. Journal of Relationship Marketing, 10(4), 203–237. https://doi.org/10.1080/15332667.2011.624905
- Agrawal, A., Gans, J. S., & Goldfarb, A. (2019). Artificial intelligence: The ambiguous labor market impact of automating prediction. Journal of Economic Perspectives, 33(2), 31–50. https://doi.org/10.1257/jep.33.2.31
- Ahmad, B., Sigurdsson, K., Candi, M., & Riedel, J. C. K. H. (2017). Articulating the service concept in professional service firms. Journal of Service Management 28(3), 593. https://doi.org/10.1108/JOSM-10-2015-0299
- Aithority.com. (2020). PwC enters ‘LawTech’ market in collaboration with UK AI Firm THOUGHTRIVER. AIThority.com, Retrieved February 08, 2020, from https://www.aithority.com/cognitive-science/creativity-intelligence/pwc-enters-lawtech-market-in-collaboration-with-uk-ai-firm-thoughtriver/
- Albrecht, J. P. (2016). How the GDPR will change the world. European Data Protection Law Review, 2(3), 287. https://doi.org/10.21552/EDPL/2016/3/4
- Alvehus, J., & Spicer, A. (2012). Financialization as a strategy of workplace control in professional service firms. Critical Perspectives on Accounting, 23(7–8), 497–510. https://doi.org/10.1016/j.cpa.2012.02.001
- Alvesson, M. (2004). Knowledge work and knowledge-intensive firms. OUP Oxford.
- Alvesson, M. (2006). Professional service firms as collectivities: A cultural and processual view. In D. Kärreman, G. Royston, & S. Roy (Eds.), Professional service firms (pp. 203–230). Emerald Group Publishing Limited.
- American Bar Association. (2022). Model rules of professional conduct. Retrieved July 21, 2022, from https://www.americanbar.org/groups/professional_responsibility/publications/model_rules_of_professional_conduct/
- Amoako, G. K. (2019). Relationship marketing, orientation, brand equity and firm value: The mediating role of customer value—an emerging market perspective. Journal of Relationship Marketing, 18(4), 280–308. https://doi.org/10.1080/15332667.2019.1639589
- Armour, J., Parnham, R., & Sako, M. (2021). Unlocking the potential of AI for English law. International Journal of the Legal Profession, 7(1), 1–19. https://doi.org/10.1080/09695958.2020.1857765
- Armour, J., & Sako, M. (2020). AI-enabled business models in legal services: From traditional law firms to next-generation law companies?. Journal of Professions and Organization, 7(1), 27–46. https://doi.org/10.1093/jpo/joaa001
- Arrowsmith, R. (2020). “AI-driven bot ‘Sophie’ answers coronavirus-related questions Accounting Today .” Accounting Today. Retrieved April 09, 2020, from https://www.accountingtoday.com/news/ai-driven-bot-sophie-answers-coronavirus-related-questions
- Arrowsmith, R. (2021). KPMG debuts tax data analysis tool. Accounting Today, Retrieved April 06, 2021, from https://www.accountingtoday.com/news/kpmg-debuts-tax-data-analysis-tool
- Autor, D., Mindell, D. A., & Reynolds, E. B. (2019). The work of the future: Shaping technology and institutions. MIT - Work of the Future. https://workofthefuture.mit.edu/sites/default/files/2019-09/WorkoftheFuture_Report_Shaping_Technology_and_Institutions.pdf
- Axson, D. A. J., & Mistry, S. (2021). Meet the 2020 workforce. Accenture Strategy. Retrieved April 02, 2021, from https://www.accenture.com/t20170511T060010Z__w__/us-en/_acnmedia/PDF-50/Accenture-Finance-2020-Workforce.pdf
- Azadian, J. S., & Fahy, G. M. (2018). Artificial intelligence and the law: Navigating “Known Unknowns.” Computer & Internet Lawyer, 35(2), 19–23.
- Baig, A., Hall, B., Jenkins, P., Lamarre, E., & McCarthy, B. (2020). The COVID-19 recovery will be digital: A plan for the first 90 days. McKinsey & Company. Retrieved May 15, 2020, from https://www.mckinsey.com/business-functions/mckinsey-digital/our-insights/the-covid-19-recovery-will-be-digital-a-plan-for-the-first-90-days
- Barnett, J., Soares Koshiyama, A., & Treleaven, P. (2017). Algorithms and the law. Legal Futures, Retrieved December19, 2017. https://www.legalfutures.co.uk/blog/algorithms-and-the-law
- Barolsky, J. (2019a, 7 June). 'Google providers' to reshape legal supply chain. Australian Financial Review, 1, 33, 6 June 2019. https://www.afr.com/companies/professional-services/google-providers-to-reshape-legal-supply-chain-20190528-p51s3q
- Barolsky, J. (2019b). ‘Google providers’ to reshape legal supply chain. Australian Financial review. Retrieved October 6, 2019. https://www.afr.com/companies/professional-services/google-providers-to-reshape-legal-supply-chain-20190528-p51s3q
- Barolsky, J. (2019c). “If things go awry at your law firm, how can you pursue a Plan B?”. Australasian Law Management Journal, 1–4, (Feb 2019). http://www.lmhub.com.au/things-go-awry-law-firm-can-pursue-plan-b/
- Beaney, S., Woods, R., & Meek, V. (2019). AI in corporate advisory. ICAEW (The Institute of Chartered Accountants in England and Wales). Retrieved 11 July, 2019, from https://www.icaew.com/-/media/corporate/files/technical/corporate-finance/ai-in-corporate-advisory.ashx?la=en
- Ben-Ari, D., Frish, Y., Lazovski, A., Eldan, U., & Greenbaum, D. (2016). Artificial intelligence in the practice of law: An analysis and proof of concept experiment. Richmond Journal of Law & Technology, 23 (2), 2–55. https://jolt.richmond.edu/2017/03/15/volume23_issue2_greenbaum/
- Benjamin, A., Niblett, A., & Yoon, A. H. (2018). How artificial intelligence will affect the practice of law. University of Toronto Law Journal, 68(Suppl. 1), 106–124. https://doi.org/10.3138/utlj.2017-0052
- Bennett, S., & Habte, L. (2018). Artificial intelligence in healthcare: Welcome to the machine. Best Best & Krieger LLP, Retrieved February 20, 2021. https://sharepoint.healthlawyers.org/News/Connections/Documents/2018/Feature/June2018_Feature1.pdf
- Berry, L. L. (2002). Relationship marketing of services perspectives from 1983 and 2000. Journal of Relationship Marketing, 1(1), 59–77. https://doi.org/10.1300/J366v01n01_05
- Blackburn, R. A., Carey, P., & Tanewski, G. 2010. The role of trust, relationships and professional ethics in the supply of external business advice by accountants to SMEs. Finsia Banking and Finance Conference, Melbourne, Australia (Paper presented at the Australian Centre for Financial Studies).
- Blades, D. (2013). Lawyers, billable hours and professionalism. Brief, 40(9), 17. https://search.informit.org/doi/abs/10.3316/INFORMIT.612879821040445?casa_token=L8iHRhW1LtQAAAAA%3A3AnRMUk8ZiyHFJ54ehRrwcvWrGOPvNmEmVS1pjAq3QmVJ972wzWysbhAq74H20niQ3H2D9cSXLPEBQw
- Blut, M., & Wang, C. (2020). Technology readiness: A meta-analysis of conceptualizations of the construct and its impact on technology usage. Journal of the Academy of Marketing Science, 48(4), 649–669. https://doi.org/10.1007/s11747-019-00680-8
- Bock, D. E., Wolter, J. S., & Ferrell, O. C. (2020). Artificial intelligence: Disrupting what we know about services. Journal of Services Marketing, 34(3), 317–334. https://doi.org/10.1108/JSM-01-2019-0047
- Booles, G. (2018). Transforming audit and interaction with AI. The Institute of Chartered Accountants of Scotland (ICAS), Retrieved 10 October 2019. https://www.icas.com/thought-leadership/technology/transforming-audit-and-interaction-with-AI
- Boon, A. (2010). Professionalism under the legal services act 2007. International Journal of the Legal Profession, 17(3), 195–232. https://doi.org/10.1080/09695958.2011.580561
- Brescia, R. H., McCarthy, W., McDonald, A., Potts, K., & Rivais, C. (2014). Embracing disruption: How technological change in the delivery of legal services can improve access to justice. Albany Law Review, 78(2), 553–621 .
- Brivot, M., Lam, H., & Gendron, Y. (2014). Digitalization and promotion: An empirical study in a large law firm. British Journal of Management, 25(4), 805–818. https://doi.org/10.1111/1467-8551.12060
- Brock, D. M., Leblebici, H., & Muzio, D. (2014). Understanding professionals and their workplaces: The mission of the journal of professions and organization. Journal of Professions and Organization, 1(1), 1–15. https://doi.org/10.1093/jpo/jot006
- Brock, D., Powell, M., Powell, M. J., & Robin Hinings, C. (1999). Restructuring the professional organization: Accounting, health care and law. Psychology Press.
- Broschak, J. P. (2015). Client relationships in professional service firms. Oxford University Press Oxford.
- Brynjolfsson, E. (2022). The turing trap: The promise & peril of human-like artificial intelligence. arXiv Preprint arXiv:2201.04200. Computer Science; Economics; Quantitative Finance, 1–24, . doi:10.1162/daed_a_01915http://arxiv.org/abs/2201.04200 Cornell University Library, arXiv.org
- Brynjolfsson, E., Benzell, S., & Rock, D. (2020). Understanding and addressing the modern productivity paradox. MIT Work of the Future. Retrieved 17 February 2021 from https://workofthefuture.mit.edu/wp-content/uploads/2020/11/2020-Research-Brief-Brynjolfsson-Benzell-Rock.pdf
- Brynjolfsson, E., & Mcafee, A. (2017). The business of artificial intelligence. Harvard Business Review, https://hbr.org/cover-story/2017/07/the-business-of-artificial-intelligence
- Brynjolfsson, E., & Mitchell, T. (2017). What can machine learning do? Workforce implications. American Association for the Advancement of Science, 358(6370), 1530–1534. https://doi.org/10.1126/science.aap8062
- Buchanan, B. G. (2005). A (very) brief history of artificial intelligence. Ai Magazine, 26(4), 53. https://ojs.aaai.org/index.php/aimagazine/article/view/1848
- Burns, M. B., & Igou, A. (2019). “Alexa, write an audit opinion”: Adopting intelligent virtual assistants in accounting workplaces. Journal of Emerging Technologies in Accounting, 16(1), 81–92. https://doi.org/10.2308/jeta-52424
- Campbell, R. W. (2020). Artificial intelligence in the courtroom: The delivery of justice in the age of machine learning. Colorado Technology Law Journal, 18 (2), 323.
- Campbell, I., & Charlesworth, S. (2012). Salaried lawyers and billable hours: A new perspective from the sociology of work. International Journal of the Legal Profession, 19(1), 89–122. https://doi.org/10.1080/09695958.2012.752151
- Carolina, C., & Giarratana, M. S. (2018). Diversification, branding, and performance of professional service firms. Journal of Service Research, 21(3), 353–364. doi:10.1177/1094670518755315
- Casey, B., Farhangi, A., & Vogl, R. (2019). Rethinking explainable machines: The GDPR’s “Right to explanation” debate and the rise of algorithmic audits in enterprise. Berkeley Technology Law Journal, 34(1), 143–188. https://doi.org/10.15779/Z38M32N986
- Casidy, R., & Nyadzayo, M. (2019). Drivers and outcomes of relationship quality with professional service firms: An SME owner-manager perspective. Industrial Marketing Management, 78 (April 2019), 27–42. https://doi.org/10.1016/j.indmarman.2017.09.011
- Chintalapati, S., & Kumar Pandey, S. (2022). Artificial intelligence in marketing: A systematic literature review. International Journal of Market Research, 64(1), 38–68. https://doi.org/10.1177/14707853211018428
- Christensen, C. M., Wang, D., & Van Bever, D. (2013). Consulting on the cusp of disruption. Harvard Business Review, 91(10), 106–114. https://hbr.org/2013/10/consulting-on-the-cusp-of-disruption
- Cigdem, S. (2011). Managing professional service firms: Role of managerial abilities. Journal of Management Development, 30 (4), 413–426. https://doi.org/10.1108/02621711111126882
- Claudia, A., McColl-Kennedy, J. R., Soutar, G. N., & Sweeney, J. C. (2010). How professional service firms compete in the market: An exploratory study. Journal of Marketing Management, 26(1–2), 28–55. https://doi.org/10.1080/02672570903534662
- Coade, M. (2019). “Beyond the jargon: What does AI mean for lawyers? Brief, 46(7), 24–25. https://lsj.com.au/articles/what-does-ai-mean-for-lawyers/
- Collins, C., Dennehy, D., Conboy, K., & Mikalef, P. (2021). Artificial intelligence in information systems research: A systematic literature review and research agenda. International Journal of Information Management, 60 (October 2021), 102383. https://doi.org/10.1016/j.ijinfomgt.2021.102383
- Connell, W. J. (2018). Artificial intelligence in the legal profession–what you might want to know [Article]. Computer & Internet Lawyer, 35(9), 32–36. http://www.williamjconnell.com/books/legal/William%20Connell%20article%20MJ%202018.pdf
- Consultancy, O. (2020). Consulting news - M&A in consulting. Consultancy.org. Retrieved February 24, 2020. https://www.consultancy.org/news/consulting/ma-in-consulting
- Coviello, N. E., Brodie, R. J., Danaher, P. J., & Johnston, W. J. (2002). How firms relate to their markets: An empirical examination of contemporary marketing practices. Journal of Marketing, 66(3), 33–46. https://doi.org/10.1509/jmkg.66.3.33.18500
- Coviello, N. E., Brodie, R. J., & Munro, H. J. (2000). An investigation of marketing practice by firm size. Journal of Business Venturing, 15(5), 523–545. https://doi.org/10.1016/S0883-9026(98)00035-4
- Crane, F. G. (1993). Professional services marketing in the future. Journal of Professional Services Marketing, 9(1), 3–12. https://doi.org/10.1300/J090v09n01_02
- Cronin, J. J., Jr. (2021). A commentary on “the role of services in the future Journal of Marketing Theory and Practice, 1, 1–14. https://doi.org/10.1080/10696679.2020.1860687
- Cubric, M. (2020). Drivers, barriers and social considerations for AI adoption in business and management: A tertiary study. Technology in Society, 62 (August 2020), 101257. https://doi.org/10.1016/j.techsoc.2020.101257
- Czerniawska, F. (2019). Strategy, analytics, and the dangers of cannibalisation. Source Global Research. Retrieved January10, 2019 from https://www.sourceglobalresearch.com/strategy-analytics-and-the-dangers-of-cannibalisation/
- Daniel, B., Casaló, L. V., & Flavián, C. (2019). Artificial intelligence in FinTech: Understanding robo-advisors adoption among customers. Industrial Management & Data Systems, 119(7), 19. https://doi.org/10.1108/IMDS-08-2018-0368
- Daugherty, P., Ghosh, B., & Wilson, J. 2020. Your legacy or your legend? A CEO’s guide to getting the most out of new technologies. Accenture, Retrieved January 28, 2020, from https://www.accenture.com/_acnmedia/Thought-Leadership-Assets/PDF-2/Accenture-Legacy-or-Legend-PDF-Report.pdf
- Davenport, T., Guha, A., Grewal, D., & Bressgott, T. (2020). How artificial intelligence will change the future of marketing. Journal of the Academy of Marketing Science, 48(1), 24–42. https://doi.org/10.1007/s11747-019-00696-0
- Davenport, T. H., & Ronanki, R. (2018). Artificial intelligence for the real world. Harvard Business Review, 96(1), 108–116. https://hbr.org/2018/01/artificial-intelligence-for-the-real-world
- Davis, J. S., Williams, J. R., Grace Davenport, M., Oleniczak, J., Rao, A., Shehab, M., Aderholz, E. (2015, December 14). Data driven: What students need to succeed in a rapidly changing business world. PwC. https://www.pwc.com/us/en/faculty-resource/assets/pwc-data-driven-paper-feb2015.pdf
- DeFond, M. L., & Francis, J. R. (2005). Audit research after sarbanes‐oxley. Review of. Auditing: A Journal of Practice & Theory, 24(s–1), 5–30. https://doi.org/10.2308/aud.2005.24.s-1.5
- Dezeen. (2019). AI robot Ai-Da presents her original artworks in University of Oxford exhibition. Dezeen. Retrieved September21, 2019, from https://www.dezeen.com/2019/06/14/ai-robot-ai-da-artificial-intelligence-art-exhibition/
- Dietzmann, C., & Alt, R. 2020. Assessing the business impact of artificial intelligence. Paper presented at the Proceedings of the 53rd Hawaii International Conference on System Sciences, Maui, Hawaii: Scholar Space. https://scholarspace.manoa.hawaii.edu/items/f040844f-c349-4527-8320-0930ff3d8586
- Dowell, D., Morrison, M., & Heffernan, T. (2015). The changing importance of affective trust and cognitive trust across the relationship lifecycle: A study of business-to-business relationships. Industrial Marketing Management, 44 (January 2015), 119–130. https://doi.org/10.1016/j.indmarman.2014.10.016
- Duan, Y., Edwards, J. S., & Dwivedi, Y. K. (2019). Artificial intelligence for decision making in the era of Big Data–evolution, challenges and research agenda. International Journal of Information Management, 48 (October 2019), 63–71. https://doi.org/10.1016/j.ijinfomgt.2019.01.021
- Dunham, J., Melot, J., & Murdick, D. (2020). Identifying the development and application of artificial intelligence in scientific text. arXiv Preprint arXiv:2002.07143, 1. doi:10.48550/arXiv.2002.07143 https://arxiv.org/pdf/2002.07143.pdf
- Empson, L. (2001). Introduction: Knowledge management in professional service firms. Human Relations, 54(7), 811–817. https://doi.org/10.1177/0018726701547001
- Empson, L. (2021). Researching the post‐pandemic professional service firm: Challenging our assumptions. Journal of Management Studies, 58(5), 1383–1388. https://doi.org/10.1111/joms.12697
- Empson, L., Muzio, D., Broschak, J., & Hinings, B. (2015). Researching professional service firms: An introduction and overview. In D. M. Laura Empson, Joseph Broschak, and Bob Hinings, (Ed.), The Oxford handbook of professional service firms. Oxford University Press. 1–22.
- Erokhina, T. B., Mitko, O. A., & Troilin, V. V. (2018). Digital marketing and digital logistics in consumer communication. Review Of. European Research Studies, 21, 861–867. https://www.proquest.com/openview/3216fd30bd1d52b021dcb91cc09a4b20/1?pq-origsite=gscholar&cbl=60370
- Erwin, F., Westerveld, P., Desouza, K. C., & Gable, G. (2018). Business model innovation and strategic transformation when confronting digital disruption: The case of data-driven business models for professional services. Australasian Conference on Information Systems 2018. Sydney, University of Technology, Sydney ePress. https://doi.org/10.5130/acis2018.ay
- Estlund, C. (2018). What should we do after work? Automation and employment law. Yale Law Journal, 128(2), 254–326. https://doi.org/10.2139/ssrn.3007972
- ET Bureau. (2020). “Deloitte Legal teams up with Conception X to support deep tech ‘venture scientists’ shape industries of the future.” Enterprise Talk, Retrieved February 22, 2020, from https://enterprisetalk.com/news/deloitte-legal-teams-up-with-conception-x-to-support-deep-tech-venture-scientists-shape-industries-of-the-future/
- Faggella, D. (2020a0). “AI in law and legal practice – A comprehensive view of 35 Current applications.” Emerj, Retrieved September 05, 2020, from https://emerj.com/ai-sector-overviews/ai-in-law-legal-practice-current-applications/
- Faggella, D. (2020b). AI in the accounting big four – Comparing Deloitte, PwC, KPMG, and EY. Emerj, Retrieved July 25, 2020, from https://emerj.com/ai-sector-overviews/ai-in-the-accounting-big-four-comparing-deloitte-pwc-kpmg-and-ey/
- Ferrari, R. (2015). Writing narrative style literature reviews. Medical Writing, 24(4), 230–235. https://doi.org/10.1179/2047480615Z.000000000329
- Fielt, E., Desouza, K. C., Gable, G., & Westerveld, P. 2018. Data-driven business models and professional services firms: A strategic framework and transitionary pathways. Lecture Notes in Business Information Processing, Workshop on E-Business, Santa Clara, California, USA. http://dx.doi.org/10.1007/978-3-030-22784-5_3
- Fortney, S. S. (2005). The billable hours derby: Empirical data on the problems and pressure points. Fordham Urban Law Journal, 33 (2005), 171.
- Frank, M. R., Wang, D., Cebrian, M., & Rahwan, I. (2019). The evolution of citation graphs in artificial intelligence research. Nature Machine Intelligence, 1(2), 79–85. https://doi.org/10.1038/s42256-019-0024-5
- Franzel, J. (2017). The PCAOB’s role in improving audit quality: Keynote address: Certified public accountant. The CPA Journal, 87(8), 32–37. https://www.cpajournal.com/2017/08/21/pcaobs-role-improving-audit-quality/
- Frey, C. B., & Osborne, M. A. (2017). The future of employment: How susceptible are jobs to computerisation? [Article] Technological Forecasting & Social Change, 114 (2017), 254–280. https://doi.org/10.1016/j.techfore.2016.08.019
- Furman, J., & Seamans, R. (2019). AI and the economy. Innovation Policy and the Economy, 19(1), 161–191. https://doi.org/10.1086/699936
- Geigenmüller, A., & Greschuchna, L. (2011). How to establish trustworthiness in initial service encounters. Journal of Marketing Theory and Practice, 19(4), 391–406. https://doi.org/10.2753/MTP1069-6679190403
- Geisel, A. (2018). The current and future impact of artificial intelligence on business. International Journal of Scientific & Technology Research, 7(5), 116–122. https://www.semanticscholar.org/paper/The-Current-And-Future-Impact-Of-Artificial-On-Geisel/9bc4d67772b6bbaa0810af0316c55f56b17f24da
- Geng, R., Wang, S., Chen, X., Song, D., & Jie, Y. (2020). Content marketing in e-commerce platforms in the internet celebrity economy. Industrial Management & Data Systems, 120(3), 464–485. https://doi.org/10.1108/IMDS-05-2019-0270
- Gonzales, E. (2019). Global accounting services - Industry report L6713-GL. Ibis World, Retrieved April 09, 2019, from https://www.ibisworld.com/global/market-research-reports/global-accounting-services-industry/
- Goodman, C. C. (2019). AI/Esq.: Impacts of artificial intelligence in lawyer-client relationships. Oklahoma Law Review, 72 (1), 149. https://ssrn.com/abstract=3434140
- Goto, M. (2022). Accepting the future as ever-changing: Professionals’ sensemaking about artificial intelligence. Journal of Professions and Organization, 9(1), 77–99. https://doi.org/10.1093/jpo/joab022
- Greenwood, R. (2006). Introduction - professional services firms. In R. Suddaby, G. Royston, & S. Roy (Eds.), Professional service firms (pp. 1–16). Emerald Group Publishing Limited.
- Greenwood, R., Hinings, C. R., & Prakash, R. (2017). 25 years of the professional partnership (P2) form: Time to foreground its social purpose and herald the P3? Journal of Professions and Organization, 4(2), 112–122. https://doi.org/10.1093/jpo/jow009
- Greenwood, R., Li, S. X., Prakash, R., & Deephouse, D. L. (2005). Reputation, diversification, and organizational explanations of performance in professional service firms. Organization Science, 16(6), 661–673. https://doi.org/10.1287/orsc.1050.0159
- Greenwood, R., Robert Hinings, C., & Brown, J. (1990). “P2-form” strategic management: Corporate practices in professional partnerships. Academy of Management Journal, 33(4), 725–755. https://www.jstor.org/stable/256288
- Greenwood, R., Rose, T., Brown, J. L., Cooper, D. J., & Hinings, B. (1998). The global management of professional services: The example of accounting. In E. I.-C. Stewart, R Clegg, Luis Bueno-Rodriquez (Ed.), Global management: Universal theories and local realities . Sage, 265–296. 9780761958154. doi:10.4135/9781446280225.n14
- Griffiths, J. (2019). “Cnext partners with BDO to accelerate innovation.” The Record. Retrieved April 25, 2020, from https://www.technologyrecord.com/Article/cnext-partners-with-bdo-to-accelerate-innovation-85505
- Gummesson, E. (1980). Toward a theory of professional service marketing. Industrial Marketing Management, 9(1), 89–95. https://doi.org/10.1016/0019-8501(78)90054-8
- Haenlein, M., & Kaplan, A. (2019). A brief history of artificial intelligence: On the past, present, and future of artificial intelligence. California Management Review, 61(4), 5–14. https://doi.org/10.1177/0008125619864925
- Hair, J. F., & Sarstedt, M. (2021). Data, measurement, and causal inferences in machine learning: Opportunities and challenges for marketing. Journal of Marketing Theory and Practice, 29(1), 1–13. https://doi.org/10.1080/10696679.2020.1860683
- Harris, L. C., & O’Malley, L. (2000). Maintaining relationships: A study of the legal industry. Service Industries Journal, 20(4), 62–84. https://doi.org/10.1080/02642060000000047
- Hart, S., & Hogg, G. (1998). Relationship marketing in corporate legal services. Service Industries Journal, 18(3), 55–69. https://doi.org/10.1080/02642069800000032
- Heaven, W. D. (2020). Our weird behavior during the pandemic is messing with AI models. MIT Technology Review, Retrieved September 29, 2020. https://www.technologyreview.com/2020/05/11/1001563/covid-pandemic-broken-ai-machine-learning-amazon-retail-fraud-humans-in-the-loop/
- Heirati, N., Henneberg, S. C., Richter, A., & Harste, R. (2019). Differential importance of social and economic determinants of relationship performance in professional services. Industrial Marketing Management, 76 (January 2019), 23–35. https://doi.org/10.1016/j.indmarman.2018.07.009
- Hentzen, J. K., Hoffmann, A., Dolan, R., & Pala, E. (2021). Artificial intelligence in customer-facing financial services: A systematic literature review and agenda for future research. International Journal of Bank Marketing. https://doi.org/10.1108/IJBM-09-2021-0417
- Hill, C. (2017). Gilbert + Tobin adopts Luminance’s artificial intelligence technology. Legal Insider. Retrieved May 30, 2020, from https://legaltechnology.com/gilbert-tobin-adopts-luminances-artificial-intelligence-technology/
- Hitt, M. A., Bierman, L., Shimizu, K., & Kochhar, R. (2001). Direct and moderating effects of human capital on strategy and performance in professional service firms: A resource-based perspective. Academy of Management Journal, 44(1), 13–28. https://doi.org/10.2307/3069334
- Hongdao, Q., Bibi, S., Khan, A., Ardito, L., & Bilawal Khaskheli, M. (2019). Legal technologies in action: The future of the legal market in light of disruptive innovations. Sustainability, 11(4), 1015. https://doi.org/10.3390/su11041015
- Hood, D. (2021). A new eye on audit quality. Accounting today. Retrieved April 06, 2021. https://www.accountingtoday.com/news/a-new-eye-on-audit-quality
- Huang, M. H., & Rust, R. T. (2017). Technology-driven service strategy. Journal of the Academy of Marketing Science, 45(6), 906–924. http://dx.doi.org/10.1007/s11747-017-0545-6
- Huang, M. H., & Rust, R. T. (2018). Artificial intelligence in service. Journal of Service Research, 21(2), 155–172. https://doi.org/10.1177/1094670517752459
- Huang, F., & Vasarhelyi, M. A. (2019). Applying robotic process automation (RPA) in auditing: A framework. International Journal of Accounting Information Systems, 35 (2019), 100433. https://doi.org/10.1016/j.accinf.2019.100433
- ICAEW. (2020). “What could sentiment analysis offer accountancy?” Institute of chartered accountants in England and wales (ICAEW). Retrieved February 11, 2020. https://www.icaew.com/insights/features/2020/feb-2020/what-could-sentiment-analysis-offer-accountancy
- Ivy, M., Brown-Liburd, H. L., & Vasarhelyi, M. (2020). The ethical implications of using artificial intelligence in auditing. Journal of Business Ethics, 167(2), 209–234. https://dx.doi.org/10.1007/s10551-019-04407-1
- Jing, L., Wei, Y., & Hung Chiang, Y. (2020). Bubbles or cycles? Housing price dynamics in China’s major cities. Review of.
- Kaczorowska-Spychalska, D. (2019). How chatbots influence marketing. Management, 23(1), 251–270. https://doi.org/10.2478/manment-2019-0015
- Käde, L., & von Maltzan, S. (2019). Towards a demystification of the black box–explainable AI and legal ramifications. Journal of Internet Law, 23(3), 3–13.
- Kairinos, N. (2019). Exploring the growing role of AI in sales and marketing. CDO Trends. Retrieved December10, 2019’ from https://www.cdotrends.com/story/14537/exploring-growing-role-ai-sales-and-marketing
- Kallol, D. (2009). Relationship marketing research (1994-2006): An academic literature review and classification. Marketing Intelligence & Planning, 27(3), 326–363. https://doi.org/10.1108/02634500910955236
- Kaplan, A., & Haenlein, M. (2019). Siri, Siri, in my hand: Who’s the fairest in the land? On the interpretations, illustrations, and implications of artificial intelligence. Business Horizons, 62(1), 15–25. https://doi.org/10.1016/j.bushor.2018.08.004
- Kapoor, M. 2018. Amazon, google poised to become auditors, report suggests. Bloomberg Tax. Retrieved April 26, 2020, from https://news.bloombergtax.com/financial-accounting/amazon-google-poised-to-become-auditors-report-suggests?context=article-related.
- Kapoor, M. (2019). Tech titans could make mark in tax-advising business. Bloomberg Tax. Retrieved April 26, 2020, from https://news.bloombergtax.com/financial-accounting/tech-titans-could-make-mark-in-tax-advising-business?context=article-related
- Kaput, M. (2020). How search engines use artificial intelligence. Marketing Artificial Intelligence Institute. Retrieved May 16, 2020. https://www.marketingaiinstitute.com/blog/how-search-engines-use-artificial-intelligence
- Karantinou, K. M., & Hogg, M. K. (2007). Developing and managing relational market-based assets in professional services: Client relationships in management consultancy. Marketing Management Journal, 17(2), 16–39. http://www.mmaglobal.org/publications/MMJ/MMJ-Issues/2007-Fall/MMJ-2007-Fall-Vol17-Issue1-Karantinou-Hogg-pp16-39.pdf
- Kauffman, M. E., & Negri Soares, M. (2020). AI in legal services: New trends in AI-enabled legal services. Service Oriented Computing and Applications, 14(4), 223–226. https://doi.org/10.1007/s11761-020-00305-x
- Kerikmäe, T., Hoffmann, T., & Chochia, A. (2018). Legal technology for law firms: Determining roadmaps for innovation. Croatian International Relations Review, 24(81), 91–112. https://doi.org/10.2478/cirr-2018-0005
- Khanna, S., & Martins, H. (2018). Six digital growth strategies for banks. McKinsey Digital. Retrieved January 29, 2018, from https://www.mckinsey.com/business-functions/mckinsey-digital/our-insights/six-digital-growth-strategies-for-banks
- King, A. 2019. EY strengthens economic modelling capability with acquisition of Cadence Economics. Ernst & Young, Retrieved August 20, 2019 from https://www.ey.com/en_au/news/2019/08/ey-oceania-acquisition-of-cadence-economics
- King, A., & Walsh, K. (2019). Big four accounting firms push into legal services. Australian Financial Review, Retrieved October 15, 2015, from https://www.afr.com/companies/professional-services/afr8acclawyers-vs-accountants-20150617-ghq715
- Kingman, J., Bell, L., Burgess, M., Cridland, J., Fletcher, A., Fraser, S., Gershon, P. 2018. Independent review of the financial reporting council. Gov.UK. Retrieved February 08, from, from https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/767387/frc-independent-review-final-report.pdf
- Kipping, M., Bühlmann, F., & David, T. (2019). Professionalization through symbolic and social capital: Evidence from the careers of elite consultants. Journal of Professions and Organization, 6(3), 265–285. https://doi.org/10.1093/jpo/joz014
- Kor, Y. Y., & Leblebici, H. (2005). How do interdependencies among human‐capital deployment, development, and diversification strategies affect firms’ financial performance? Strategic Management Journal, 26(10), 967–985. https://doi.org/10.1002/smj.485
- Kronblad, C. 2017. Digitalization of the legal industry. Academy of management proceedings, Briarcliff.
- Kronblad, C. (2019). The last hour: How digitalization has transformed firms in the legal industry. Chalmers Tekniska Hogskola (Sweden).
- Kronblad, C. (2020a). Digital innovation in law firms: The dominant logic under threat. Creativity and Innovation Management, 29(3), 512–527. https://doi.org/10.1111/caim.12395
- Kronblad, C. (2020b). How digitalization changes our understanding of professional service firms. Academy of Management Discoveries, 6(3), 436–454. https://doi.org/10.5465/amd.2019.0027
- Kronblad, C., & Pregmark, J. E. (2021). How COVID-19 has changed the digital trajectory for professional advisory firms. The Future of Service Post-COVID-19 Pandemic, 1 (Chapter 6), 101. https://doi.org/10.1007/978-981-33-4126-5_6
- Kumar, V. (2020). AI moves to court: The growing footprints of AI in the legal industry. Analytics insight. Retrieved January 25, 2020, from https://www.analyticsinsight.net/ai-moves-court-growing-footprint-ai-legal-industry/
- Kumar, P., Mittelman, A., & Erdos Singer, B. (2019). The role of artificial intelligence. International Lawyers Network. Retrieved September 13, 2019, from https://www.jdsupra.com/legalnews/the-role-of-artificial-intelligence-32935/
- Kumar, V., Rajan, B., Venkatesan, R., & Lecinski, J. (2019). Understanding the role of artificial intelligence in personalized engagement marketing. California Management Review, 61(4), 135–155. https://doi.org/10.1177/0008125619859317
- Kumar, V., Ramachandran, D., & Kumar, B. (2021). Influence of new-age technologies on marketing: A research agenda. Journal of Business Research, 125, (March 2021), 864–877. https://doi.org/10.1016/j.jbusres.2020.01.007
- Ladva, P. D. (2015). All your time, all the time: A critical ethnography in a knowledge-intensive firm. University of Sydney, Doctor of Philosophy, Discipline of Accounting, University of Sydney Business School. 272.
- Lorsch, J., William Lorsch, J., & Tierney, T. J. (2002). Aligning the stars: How to succeed when professionals drive results. Harvard Business Press.
- Lovelock, C., & Gummesson, E. (2004). Whither services marketing?:In search of a new paradigm and fresh perspectives. Journal of Service Research, 7(1), 20–41. https://doi.org/10.1177/1094670504266131
- Løwendahl, B. R. (1992). Global strategies for professional business service firms. [PhD]. University of Pennsylvania. 714.
- Løwendahl, B. R. (2005). Strategic management of professional service firms. Copenhagen Business School Press. http://ebookcentral.proquest.com/lib/uow/detail.action?docID=3400794
- Løwendahl, B. R., Revang, Ø., & Fosstenløkken, S. M. (2001). Knowledge and value creation in professional service firms: A framework for analysis. Human Relations, 54(7), 911–931. https://doi.org/10.1177/0018726701547006
- Macpherson, S. (2018). How cheap prediction can change accounting: Artificial intelligence may be best understood as “cheap prediction.” And prediction is a useful input to decisions - but people will still be needed to make the decisions [Article]. Acuity, 5(5), 78–80. https://www.acuitymag.com/technology/how-cheap-prediction-can-change-accounting
- Maister, D. H. (1982). Balancing the professional service firm. Sloan Management Review, 24(1), 15–29. https://d1wqtxts1xzle7.cloudfront.net/56236717/Balancing_the_Professional_Service_Firm-with-cover-page-v2.pdf?Expires=1659244930&Signature=SkLjjJ2~DTUu9qJR1Broy2rEA6rAtkQe-boJ~YjyB7U5RAL5iY~zqInsO2j2dhQXu17sq9Cs5eu4awUlbr1BYSScUkna7Sh~n16JXT0FVNIjVXn37qbJcAR4-yq2ddlr-S~eBmho1lE-HlXjE0iY03j8LK7cHjzz8uUZHtAnLt-wrlWzDVaypdfJC85WvbcR8u-CNMDBqcFtouQEhhrqFyTQfC9d70d2SVDayXSV8Lo~4SLU7joqjFMD3WHPSxEyyHq5lbi8fvLZKqhUu4Fa1BIvQdf6g3fFwryQ24gn91-YQ~mcvONtQje0xk4mVsLZETNHmdY-QNH7PrrWtwYgMg__&Key-Pair-Id=APKAJLOHF5GGSLRBV4ZA
- Maister, D. H. (1996). It’s about time [Article]. Journal of Management Consulting, 9(2), 62. http://ezproxy.uow.edu.au/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=bth&AN=9702243362&site=eds-live
- Malhotra, N., & Morris, T. (2009). Heterogeneity in professional service firms. Journal of Management Studies, 46(6), 895–922. https://doi.org/10.1111/j.1467-6486.2009.00826.x
- Marinchak, C. L. M., Forrest, E., & Hoanca, B. (2018). The impact of artificial intelligence and virtual personal assistants on marketing. Mehdi Khosrow-Pour. In Encyclopedia of information science and technology (4th ed.) IGI global, 10, pp. 5748–5756. doi: 10.4018/978-1-5225-2255-3
- Marr, B. (2020). What is the artificial intelligence revolution and why does it matter to your business? Forbes. Retrieved August 20, 2020, from https://www.forbes.com/sites/bernardmarr/2020/08/10/what-is-the-artificial-intelligence-revolution-and-why-does-it-matter-to-your-business/#ea0658f547ba
- McAfee, A., Brynjolfsson, E., Davenport, T. H., Patil, D. J., & Barton, D. (2012). Big data: The management revolution. Harvard Business Review, 90(10), 60–68. http://tarjomefa.com/wp-content/uploads/2017/04/6539-English-TarjomeFa-1.pdf
- McColl-Kennedy, J. R., Sweeney, J. C., Soutar, G. N., & Amonini, C. (2008). Professional service firms are relationship marketers: But does size matter? Australasian Marketing Journal, 16(1), 30–47. https://doi.org/10.1016/S1441-3582(08)70003-X
- McCorduck, P. (2004). Machines who think: A personal inquiry into the history and prospects of artificial intelligence. CRC Press.
- McCorduck, P., Minsky, M., Selfridge, O. G., & Simon, H. A. 1977. History of artificial intelligence. International Joint Conferences on Artificial Intelligence (IJCAI) (ijcai.org). https://www.ijcai.org/Proceedings/77-2/Papers/083.pdf
- McKenzie, B. (2018). Baker McKenzie in Paris launches artificial intelligence robot. Baker McKenzie. Retrieved 30 May 2020. https://www.bakermckenzie.com/en/newsroom/2018/06/lancelaw
- McKinsey & Company. (2020). Doctors at McKinsey mobilize in fight against coronavirus. McKinsey & Company, Retrieved May 04, 2020. https://www.mckinsey.com/about-us/new-at-mckinsey-blog/doctors-at-mckinsey-mobilize-in-fight-against-coronavirus
- Mele, C., Polese, F., & Gummesson, E. (2019). Once upon a time technology: A fairy tale or a marketing story? Journal of Marketing Management, 35(11/12), 965–973. https://doi.org/10.1080/0267257X.2019.1648722
- Meyer, C., Cohen, D., & Nair, S. (2020). From automats to algorithms: The automation of services using artificial intelligence. Journal of Service Management. 31(2), 145–161. https://doi.org/10.1108/JOSM-05-2019-0161
- Michael, S., Morris, T., von Nordenflycht, A., & Brock, D. M. (2017). 25 years since ‘P2’: Taking stock and charting the future of professional firms. Journal of Professions and Organization, 4(2), 91–111. https://doi.org/10.1093/jpo/jox006
- Millar, C. C. J. M., & Ju Choi, C. (2011). The innovative future of service industries: (anti-)globalization and commensuration. The Service Industries Journal, 31(1), 21–38. https://doi.org/10.1080/02642069.2010.486030
- Miller, S. M., & Davenport, T. (2021). AI and the future of work: What we know today. Research Collection School Of Computing and Information Systems, Singapore Management University Institutional Knowledge at Singapore Management University, (12), 1–13. https://ink.library.smu.edu.sg/sis_research/6657
- Mogaji, E., Soetan, T. O., & Anh Kieu, T. (2020). The implications of artificial intelligence on the digital marketing of financial services to vulnerable customers. Australasian Marketing Journal, 29(3), 235–242. https://doi.org/10.1016/j.ausmj.2020.05.0
- Mullen, K. (2018). Artificial intelligence: Shiny object? Speeding train? American Bar Association, Retrieved September 5, 2020. https://www.americanbar.org/groups/real_property_trust_estate/publications/ereport/rpte-ereport-fall-2018/artificial-intelligence/
- Munoko, I., Brown-Liburd, H. L., & Vasarhelyi, M. (2020). The Ethical Implications of Using Artificial Intelligence in Auditing: JBE. Journal of Business Ethics, 167(2), 209–234. https://doi.org/10.1007/s10551-019-04407-1
- Nair, K., & Gupta, R. (2021). Application of AI technology in modern digital marketing environment. World Journal of Entrepreneurship, Management and Sustainable Development, 17(3), 318–328. https://doi.org/10.1108/WJEMSD-08-2020-0099
- Nikandrow, P. (2019). Oracle analytics and BI specialist, NeoData, joins Deloitte. Deloitte. Retrieved August 01, 2019, from https://www2.deloitte.com/au/en/pages/media-releases/articles/oracle-analytics-bi-specialist-neo-data-joins-deloitte-230719.html
- Oleg, A. Y. (2018). Artificial intelligence in the legal space. RUDN Journal of Law, 3, 315. https://doi.org/10.22363/2313-2337-2018-22-3-315-328
- Packel, D. (2018).Deloitte will acquire part of US law firm in new legal venture. The American Lawyer. Retrieved June 06, 2018, from https://www.law.com/americanlawyer/2018/06/06/deloitte-will-acquire-part-of-us-law-firm-in-new-legal-venture/?slreturn=20180508234841
- Paluch, S., Wirtz, J., & Kunz, W. H. (2019). Service robots and the future of service. In M. Bruhn, M. Kirchgeorg, & C. Burmann (Eds.), Marketing Weiterdenken – Zukunftspfade für eine marktorientierte Unternehmensführung (Vol. 21, pp. 1–22). Springer Gabler-Verlag. https://doi.org/10.1007/978-3-658-31563-4_21
- Paschen, J., Kietzmann, J., & Christian Kietzmann, T. (2019). Artificial intelligence (AI) and its implications for market knowledge in B2B marketing. Journal of Business & Industrial Marketing, 34(7), 1410–1419. https://doi.org/10.1108/JBIM-10-2018-0295
- Patrice, J. (2018). Twilight of the law firms: The big 4 are poised to conquer the legal landscape. Above the Law. Retrieved October 15, 2018, from https://abovethelaw.com/2018/02/twilight-of-the-law-firms-the-big-4-are-poised-to-conquer-the-legal-landscape/
- Payne, E. H. M., Dahl, A. J., & Peltier, J. (2021). Digital servitization value co-creation framework for AI services: A research agenda for digital transformation in financial service ecosystems. Journal of Research in Interactive Marketing. 15(2), 200–222. https://doi.org/10.1108/JRIM-12-2020-0252
- Payne, A., & Frow, P. (2017). Relationship marketing: Looking backwards towards the future. Journal of Services Marketing, 31(1), 11–15. https://doi.org/10.1108/JSM-11–2016-0380
- Pemberton, C. (2018a). 8 top findings in Gartner CMO spend survey 2018-19. Gartner. Retrieved August 13, 2018, from https://www.gartner.com/en/marketing/insights/articles/8-top-findings-in-gartner-cmo-spend-survey-2018-19
- Pemberton, C. (2018b). CMOs spend more on technology than talent. Gartner. Retrieved August 13, 2018, from https://www.gartner.com/en/marketing/insights/articles/cmos-spend-more-on-technology-than-talent
- Pemer, F. (2021). Enacting professional service work in times of digitalization and potential disruption. Journal of Service Research. 24(2), 249–268. https://doi.org/10.1177/1094670520916801
- Pemer, F., & Skjølsvik, T. (2019). The cues that matter: Screening for quality signals in the ex ante phase of buying professional services. Journal of Business Research, 98, (2019), 352–365. https://doi.org/10.1016/j.jbusres.2019.02.005
- Perrault, R., Shoham, Y., Brynjolfsson, E., Clark, J., Etchemendy, J., Grosz, B., Lyons, T., Manyika, J., Mishra, S., & Carlos Niebles, J. (2019). Artificial intelligence index annual report 2019: AI index steering committee - Human-centered AI institute. Stanford University, Retrieved December 19, 2019, from https://hai.stanford.edu/sites/g/files/sbiybj10986/f/ai_index_2019_report.pdf
- Pospisil, T. (2020). PayThinkAI can help manage payments law. Payments Source, Retrieved February 29, 2020, from https://www.paymentssource.com/opinion/ai-can-help-manage-payments-law
- Ransbotham, S., Kiron, D., Gerbert, P., & Reeves, M. (2017). Reshaping business with artificial intelligence: Closing the gap between ambition and action. MIT Sloan Management Review, 59(1), 1–23. https://sloanreview.mit.edu/projects/reshaping-business-with-artificial-intelligence/
- Rao, A. S., & Verweij, G. (2019). Sizing the prize - What’s the real value of AI for your business and how can you capitalise? PwC. Retrieved 5 July 2019 from https://www.pwc.com/gx/en/issues/data-and-analytics/publications/artificial-intelligence-study.html
- Rapp, A., & Beeler, L. (2021). The state of selling & sales management research: A review and future research agenda. Journal of Marketing Theory and Practice, 29(1), 37–50. https://doi.org/10.1080/10696679.2020.1860680
- Richmond, D. R. (2000). The new law firm economy, billable hours, and professional responsibility. Hofstra Law Review, 29 (1), 207.
- Riikkinen, M., Saarijärvi, H., Sarlin, P., & Lähteenmäki, I. (2018). Using artificial intelligence to create value in insurance. Review Of. International Journal of Bank Marketing, 36(6), 1145–1168. https://doi.org/10.1108/IJBM-01-2017-0015
- Rogers, J., & Bell, F. (2019). The ethical AI lawyer: What is required of lawyers when they use automated systems? Law. Technology and Humans, 1(2019), 80–99. https://dx.doi.org/10.5204/lthj.v1.i1.1324
- Rust, R. T. (2019). The future of marketing. International Journal of Research in Marketing. 37(1), 15–26. https://doi.org/10.1016/j.ijresmar.2019.08.002
- Sharp, B. (1996). Brand equity and market-based assets of professional service firms. Journal of Professional Services Marketing, 13(1), 3–13. https://doi.org/10.1300/J090v13n01_02
- Simshaw, D. (2018). Ethical issues in robo-lawyering: The need for guidance on developing and using artificial intelligence in the practice of law. Hastings Law Journal, 70(1), 173–214.
- Skjølsvik, T. (2012). Beyond the ‘trusted advisor’: The impact of client-professional relationships on the client’s selection of professional service firms. [Dissertation]. BI Norwegian Business School
- Skjølsvik, T. (2016). Business-to-business professional service relationships under multiple logics. The Service Industries Journal, 36(5–6), 163–182. https://doi.org/10.1080/02642069.2016.1165670
- Skjølsvik, T., Pemer, F., & Løwendahl, B. R. (2017). Strategic management of professional service firms: Reviewing ABS journals and identifying key research themes. Journal of Professions and Organization, 4(2), 203–239. https://doi.org/10.1093/jpo/jox005
- Sony, M., Antony, J., & Ann Douglas, J. (2020). Essential ingredients for the implementation of Quality 4.0: A narrative review of literature and future directions for research. The TQM Journal, 32(4), 779–793. https://doi.org/10.1108/TQM-12-2019-0275
- Sorofman, J. (2016). Gartner. yes, CMOs will likely spend more on technology than CIOs by 2017. Gartner, Inc. http://blogs.gartner.com/jake-sorofman/yes-cmos-will-likely-spend-more-on-technology-than-cios-by-2017
- Starbuck, W. H. (1992). Learning by knowledge‐intensive firms. Journal of Management Studies, 29(6), 713–740. https://doi.org/10.1111/j.1467-6486.1992.tb00686.x
- Stumpf, Z. (2018). “The global tax advisory market in 2018.” Source Global Research. Retrieved April 26, 2020, from https://src.bna.com/E4D
- Su, Z., Togay, G., & Côté, A.-M. (2020). Artificial intelligence: a destructive and yet creative force in the skilled labour market. Human Resource Development International, 24(3), 341–352. https://doi.org/10.1080/13678868.2020.1818513
- Suddaby, R., & Greenwood, R. (2001). Colonizing knowledge: Commodification as a dynamic of jurisdictional expansion in professional service firms. Human Relations, 54(7), 933–953. https://doi.org/10.1177/0018726701547007
- Susskind, R., & Susskind, D. (2015). The future of the professions: How technology will transform the work of human experts. Oxford University Press.
- Sutton, S. G., Holt, M., & Arnold, V. (2016). “The reports of my death are greatly exaggerated”—Artificial intelligence research in accounting [Article]. International Journal of Accounting Information Systems, 22 (September 2016), 60–73. https://doi.org/10.1016/j.accinf.2016.07.005
- Sweeney, J. C., Soutar, G. N., & McColl‐Kennedy, J. R. (2011). The marketing practices‐performance relationship in professional service firms. Journal of Service Management, 22(3), 292–316. https://doi.org/10.1108/09564231111136845
- Syam, N., & Sharma, A. (2018). Waiting for a sales renaissance in the fourth industrial revolution: Machine learning and artificial intelligence in sales research and practice. Industrial Marketing Management, 69, (2108), 135–146. https://doi.org/10.1016/j.indmarman.2017.12.019
- Taft, D. K. (2016). IPsoft, Deloitte partner to bring AI to consulting engagements. eWeek. Retrieved December 17, 2016, from https://www.eweek.com/enterprise-apps/ipsoft-deloitte-partner-to-bring-ai-to-consulting-engagements
- Tang, X., & Kostic, N. (2017). The future of audit: Examining the opportunities and challenges stemming from the use of big data analytics and blockchain technology in audit practice. [Master Thesis]. (BUSN79 Degree Project in Accounting and Finance, Issue. R. G. Larsson & P. Jönsson
- Taurian, K. (2019). ATO reports hundreds of thousands using online chat, social media for tax help. Accountants Daily. Retrieved August 31, 2019, from https://www.accountantsdaily.com.au/tax-compliance/13464-ato-reports-hundreds-of-thousands-using-online-chat-social-media-for-tax-help
- Taylor, C. R., & Carlson, L. (2021). The future of advertising research: New directions and research needs. Journal of Marketing Theory and Practice, 29(1), 51–62. https://doi.org/10.1080/10696679.2020.1860681
- Teece, D. J. (2003). Expert talent and the design of (professional services) firms. Industrial & Corporate Change, 12(4), 895–916. https://doi.org/10.1093/icc/12.4.895
- Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1–17. https://doi.org/10.1509/jmkg.68.1.1.24036
- Veith, C., Bandlow, M., Harnisch, M., Wenzler, H., Hartung, M., & Hartung, D. (2016). How legal technology will change the business of law. The Boston Consulting Group & Bucerius Law School, Retrieved July 14, 2016, from http://www.bucerius-education.de/fileadmin/content/pdf/studies_publications/Legal_Tech_Report_2016.pdf
- Verma, S., Sharma, R., Deb, S., & Maitra, D. (2021). Artificial intelligence in marketing: Systematic review and future research direction. International Journal of Information Management Data Insights, 1(1), 100002. https://doi.org/10.1016/j.jjimei.2020.100002
- Vickovich, A. (2020). “Meet the chatbot helping super funds cope with COVID-19.” Australian Financial review, Retrieved April 15, 2020, from https://www.afr.com/companies/financial-services/meet-the-chatbot-helping-super-funds-cope-with-covid-19-20200409-p54il0
- Vincent, J. (2018). What algorithmic art can teach us about artificial intelligence. The Verge, Retrieved October 06, 2018, from https://www.theverge.com/2018/8/21/17761424/ai-algorithm-art-machine-vision-perception-tom-white-treachery-imagenet
- Vinh Nhat, L., Wirtz, J., Kunz, W., Paluch, S., Gruber, T., Martins, A., & Patterson, P. (2020). Service robots, customers, and service employees: What can we learn from the academic literature and where are the gaps? Journal of Service Theory and Practice (Forthcoming). 30(3), 361–391. https://www.emerald.com/insight/content/doi/10.1108/JSTP-04-2019-0088/full/html
- Von Nordenflycht, A. (2010). What is a professional service firm? Toward a theory and taxonomy of knowledge-intensive firms. Academy of Management Review, 35(1), 155–174. https://doi.org/10.5465/AMR.2010.45577926
- Von Nordenflycht, A., Malhotra, N., Morris, T., Empson, L., Muzio, D., Broschak, J., & Hinings, B. (2015). Empson, L., Muzio, D., Broschak, J., Hinings, B. The Oxford Handbook of Professional Service Firms, 135–162. doi:10.1093/oxfordhb/9780199682393.013.7
- Walsh, T., Nock, R., Rubinstein, B., Miller, K., Jackson, M., Goldenfein, J., Chen, F., & Zhou, J. (2019). Closer to the machine: Technical, social, and legal aspects of AI. Office of the Victorian Information Commissioner. Retrieved September 14, 2019, from https://ovic.vic.gov.au/blog/closer-to-the-machine-technical-social-and-legal-aspects-of-ai/
- Webley, L., Flood, J., Webb, J., Bartlett, F., Galloway, K., & Tranter, K. (2019). The profession(s)’ engagements with lawtech: Narratives and archetypes of future law. Technology and Humans, 1(0), 6–26. doi:10.5204/lthj.v1i0.1314
- Westermann, K. D., Cohen, J., & Trompeter, G. (2019). PCAOB inspections: Public accounting firms on “trial” Contemporary Accounting Research, 36(2), 694–731. https://doi.org/10.1111/1911-3846.12454
- Wilkins, D. B. (2016). The rise, fall and re-emergence of the Big 4 in law: How they transformed and how they still can triumph. Harvard Law School Center on the Legal Profession - Center on the Legal Profession Working Paper, 2016-01, Retrieved October 15, 2016, from Thomson Reuters. https://blogs.thomsonreuters.com/answerson/big-4-accounting-firms-legal-services/
- Williams, T. (2019). The Big 4ʹs move into law. Globe law and business. Retrieved October 15, 2019, from www.globelawandbusiness.com/journals/modern-legal-practice
- Winsted, K. F. (1999). Evaluating service encounters: A cross-cultural and cross-industry exploration. Journal of Marketing Theory and Practice, 7(2), 106–123. https://doi.org/10.1080/10696679.1999.11501833
- Wirtz, J., & Zeithaml, V. (2018). Cost-effective service excellence. Journal of the Academy of Marketing Science, 46(1), 59–80. https://doi.org/10.1007/s11747-017-0560-7
- Xu, J. (2019). AI in wildlife conservation. Synced. Retrieved October21, 2019, from https://syncedreview.com/2019/10/19/ai-in-wildlife-conservation/
- Yorke, D. A. (1990). Interactive perceptions of suppliers and corporate clients in the marketing of professional services: A comparison of accounting and legal services in the UK, Canada and Sweden. Journal of Marketing Management, 5(3), 307–323. https://doi.org/10.1080/0267257X.1990.9964107
- Zardkoohi, A., Bierman, L., Panina, D., & Chakrabarty, S. (2011). Revisiting a proposed definition of professional service firms . The Academy of Management Review, 36(1), 180–184. www.jstor.org/stable/29765020
- Zeithaml, V., Bitner, M., & Gremler, D. (2010). Services marketing strategy (Vol. 1). Wiley International Encyclopedia of Marketing: Marketing Strategy.
- Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1985). Problems and strategies in services marketing. Journal of Marketing, 49(2), 33–46. https://doi.org/10.1177/002224298504900203
- Zhan, S., Togay, G., & Côté, A.-M. (2020). Artificial intelligence: A destructive and yet creative force in the skilled labour market. Human Resource Development International 24(3), 1–12. doi:10.1080/13678868.2020.1818513
- Zhu, Z., & Nakata, C. (2007). Reexamining the link between customer orientation and business performance: The role of information systems. Journal of Marketing Theory and Practice, 15(3), 187–203. https://doi.org/10.2753/MTP1069-6679150301