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PurposeThe purpose of this paper is to consider how the dimensions of entrepreneurial orientation (EO) may support or diminish the creation of social value.Design/methodology/approachThe approach applies Lumpkin and Dess’s multidimensional conceptualization of EO to the growing body of literature on social entrepreneurship.FindingsPropositions on the effects of autonomy, competitive aggressiveness, innovativeness, proactiveness and risk-taking on social value creation are developed.Research limitations/implicationsThe propositions offered in the paper suggest avenues for future empirical studies that seek to examine the impact of EO on social, rather than financial, performance.Originality/valueA significant body of research has examined the relationship between EO and financial performance, but potential implications for social value creation remain unclear. This paper seeks to address this gap in understanding of EO and social entrepreneurship and argues that two components of EO may adversely impact the creation of social value.

PurposeThe paper aims to fill this gap by positing a framework that considers the service automation decision as a matter of knowledge management: a choice between human resident and codified knowledge assets.Design/methodology/approachThe paper is a conceptual paper, grounded in the knowledge-based view.FindingsThe paper uses the information processing theory, which argues that the level of uncertainty in a process should dictate the type of knowledge deployed, as the contingency for the automation choice, and customer interaction uncertainty as the driver of that contingency. From these ideas, propositions are generated relating customer interaction uncertainty and service automation. Further implications for artificial intelligence (AI) are also explored.Originality/valueThe framework illuminates and informs the strategic choices regarding service automation, including the use of AI in professional services, a timely and highly important topic. It offers a valuable model for practitioners and contributes to the academic literature by pointing the way for future directions for scholarly research.