Professional services in the age of platforms: Towards an analytical framework

In the 21st century, access to professional services remains a challenge for the underprivileged. Technology in general and platforms in particular might significantly change this state of affairs. Therefore, a key question arises: how might platforms transform the professional service industry and change the way these services are made available to society? When might platform dynamics lead to winner takes-all-outcomes in this setting and what consequences can be expected for traditional firms? This paper addresses such issues by bringing together these separate streams of research – professional services and platforms – highlighting theoretical aspects that explain why this combination might be relevant. Empirically, we investigate the presence of platforms in the industry and suggest an analytical framework and propositions to guide research. Our study is relevant for academics as it adds to our understanding on how platforms might contribute to increased access to professional services and lead to social change; moreover, a better understanding of the interplay between platforms and professional services contributes to knowledge building in both research areas. Additionally, the study benefits practitioners, as the suggested framework allows insights for strategy building.