FAMILY BUSINESS SUCCESSION IN SERVICE BUSINESS

The goal of our paper is to analyses the specific case of family business succession inservices business taking into consideration the role of individual in this type of business.Services businesses introduce a consistent different characteristic from the manufacturingenterprises because the output is a service and not a good, ant it is related to the individualcharacteristics that offer the services. In our work we focus our attention on the role ofhuman resources during the transfer of the service because they entry into contact with theclient, to snatch its demands, using their empathic mood that will transform the offer of theservice into an experience. Such experience is determined by the specific competences of theoperators. Thus, if family business researchers argue that succession is problematic for amajority of family firms, in our paper we argue the resistance to succession in those familyfirms in which the role of relationship between firm and client is strictly related to theindividuals’ levels. We assume that this characteristic offer an interesting context of analysisfor family firm succession.