Timo J. J. Brunner, Claudia Lehmann

• New work practices in service organizations are perceived as a key factor to overcome external and internal challenges as well as to maintain a competitive position in the market. As academic literature solely addresses individual or fragmented measures of new work practices, literature lacks a holistic assessment for organizations revising their knowledge and updating their competencies in the field of new work. By applying a qualitative research approach the paper addresses how service organizations can acquire further competencies in the field of new work practices. Respectively, the paper identifies a conceptual framework of five dimensions: recruitment, leadership, organizational, requirements and needs as well as location decision. Therefore, the contribution of the paper is twofold. First, the paper contributes to the understanding of how new work practices are constituted and how they can foster the acquisition of knowledge in this field. Second, it introduces a conceptual framework service organizations can use as an assessment basis to revise and update their understanding of work by implementing the five dimensions.