ABSTRACT
The service professionals at work Service professionals are usually the most visible ‘occupants’ of the services for most clients, although the organizations, themselves, appear to simply take them for granted. When seen from the organization’s perspective, however, the service professionals are responsible for the actual performance of their primary processes of service delivery, on a day-to-day basis. Of course, these service professionals, themselves, have their own personal histories and careers and may just be working for the money or because they enjoy working with their colleagues. In fact, their reasons to ‘identify’ with the services they help deliver may actually vary widely. Yet, they are part of these processes from the very moment they start working with the service, and, as a consequence, they are expected to somehow perform.
