# Employees’ agency in the formalisation of knowledge-intensive business service processes

> Research article (Journal of Service Theory and Practice, 2018) · cited 12× · AI/ML

**Wikidata**: [openalex:W2904869794](https://www.wikidata.org/wiki/openalex:W2904869794)  
**Source**: https://4ort.xyz/entity/employees-agency-in-the-formalisation-of-knowledge-intensive-business-service-processes