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‘Control – What Control?’ Culture and Ambiguity Within a Knowledge Intensive Firm

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  • Maxine Robertson
  • Jacky Swan

Abstract

ABSTRACT This paper explores the distinctive culture that existed within a knowledge‐intensive firm (KIF) and also attempts to explain the emergence and effects of this culture. The findings are based on a detailed case study that was conducted over two years within a consultancy firm that created and applied scientific knowledge and expertise to the invention of solutions for clients. The firm employed highly educated scientists, considered ‘leading’ in their respective disciplines and project work was inherently fluid, complex, and uncertain. These kinds of ‘knowledge workers’, and this kind of work, are expected to demand high levels of autonomy. This creates complex managerial dilemmas around how to balance autonomy with control and uncertainty and flexibility with efficiency. The analysis shows how a strong culture based on an acceptance of ambiguity (e.g. in roles, power relations, organizational routines and practices) promoted the development of a loyal, committed, effective workforce and sustained a fluid and flexible form of project working over time. Critically, ambiguity allowed individuals to sustain multiple identities as both ‘expert’ and ‘consultant’. This, coupled with a corporate identity premised on ‘élitism’, helped to maximize commitment to the work and minimize tensions between control and autonomy. Thus the culture that embraced ambiguity (a consensus that there would be no consensus) engendered a form of normative control whereby consultants operated freely and at the same time willingly participated in the regulation of their own autonomy.

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  • Maxine Robertson & Jacky Swan, 2003. "‘Control – What Control?’ Culture and Ambiguity Within a Knowledge Intensive Firm," Journal of Management Studies, Wiley Blackwell, vol. 40(4), pages 831-858, June.
    • Handle: RePEc:bla:jomstd:v:40:y:2003:i:4:p:831-858
    DOI: 10.1111/1467-6486.00362
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    Cited by:

    1. A. Leclercq-Vandelanoitte & I. Henri, 2013. "Technologies de l'information, contrôle et panoptique pour une approche deleuzienne," Post-Print hal-00847720, HAL.
    2. Carlos Martin-Rios, 2016. "Innovative management control systems in knowledge work: a middle manager perspective," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 27(2), pages 181-204, May.
    3. Willem, A. & Scarbrough, H. & Buelens, M., 2007. "Impact of coherent versus multiple identities on knowledge integration," Vlerick Leuven Gent Management School Working Paper Series 2007-28, Vlerick Leuven Gent Management School.
    4. Ioana Lupu & Joonas Rokka, 2022. "'Feeling in Control' : Optimal Busyness and the Temporality of Organizational Controls," Post-Print hal-04325533, HAL.
    5. Agnieszka Wojtczuk-Turek, 2017. "In Search of Key HR Practices for Improvement of Productivity of Employees in the KIBS Sector," Contemporary Economics, University of Economics and Human Sciences in Warsaw., vol. 11(1), March.
    6. Nicolai J. Foss & Kenneth Husted & Snejina Michailova, 2010. "Governing Knowledge Sharing in Organizations: Levels of Analysis, Governance Mechanisms, and Research Directions," Journal of Management Studies, Wiley Blackwell, vol. 47(3), pages 455-482, May.
    7. David B. Audretsch & Maksim Belitski & Julia Korosteleva, 2021. "Cultural diversity and knowledge in explaining entrepreneurship in European cities," Small Business Economics, Springer, vol. 56(2), pages 593-611, February.
    8. Raelin, Joseph A., 2005. "We the Leaders: In Order to Form a Leaderful Organization," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 12(2), pages 18-30.
    9. Jacques Bélanger & Paul Edwards, 2007. "The Conditions Promoting Compromise in the Workplace," British Journal of Industrial Relations, London School of Economics, vol. 45(4), pages 713-734, December.
    10. Seeck, Hannele & Parzefall, Marjo-Riitta, 2008. "Employee agency: challenges and opportunities for psychological contract theory," LSE Research Online Documents on Economics 49809, London School of Economics and Political Science, LSE Library.
    11. Alison J. Glaister & Yipeng Liu & Sunil Sahadev & Emanuel Gomes, 2014. "Externalizing, Internalizing and Fostering Commitment: The Case of Born-Global Firms in Emerging Economies," Management International Review, Springer, vol. 54(4), pages 473-496, August.
    12. Zhuo-Jia Zhao & Hung-Hsin Chen & Kevin W. Li, 2020. "Management of Interpersonal Conflict in Negotiation with Chinese: A Perceived Face Threat Perspective," Group Decision and Negotiation, Springer, vol. 29(1), pages 75-102, February.
    13. Lucie Noury & Sébastien Gand & Jean-Claude Sardas, 2012. "Exploring the dark side of consultancies' organisation of excellence: Individual strategies to manage contradictory expectations," Post-Print hal-00780522, HAL.
    14. Sathiyaseelan Balasundaram & Anuradha Sathiyaseelan & Michael Zirkler, 2023. "Jugaad in organizational settings: exploring the Jugaad leadership competencies," Asian Business & Management, Palgrave Macmillan, vol. 22(5), pages 1877-1912, November.
    15. Martin, Joanne, 2004. "Organizational Culture," Research Papers 1847, Stanford University, Graduate School of Business.
    16. Anna-Maija Nisula & Heidi Olander & Kaisa Henttonen, 2017. "Entrepreneurial Motivations As Drivers Of Expert Creativity," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 21(05), pages 1-19, June.
    17. Jason Hughes, 2005. "Bringing emotion to work," Work, Employment & Society, British Sociological Association, vol. 19(3), pages 603-625, September.
    18. Ian P. McLoughlin & Richard J. Badham & Gill Palmer, 2005. "Cultures of ambiguity," Work, Employment & Society, British Sociological Association, vol. 19(1), pages 67-89, March.
    19. Marlous Agterberg & Bart Van Den Hooff & Marleen Huysman & Maura Soekijad, 2010. "Keeping the Wheels Turning: The Dynamics of Managing Networks of Practice," Journal of Management Studies, Wiley Blackwell, vol. 47(1), pages 85-108, January.

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