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Client-consultant interaction: Capturing social practices of professional service production

Author

Listed:
  • Nikolova, Natalia
  • Reihlen, Markus
  • Schlapfner, Jan-Florian

Abstract

Summary Based on the investigation of seven consultancy projects within an international technical consulting firm, we identify three major practices that characterize client-consultant interaction - shaping impressions, problem-solving, and negotiating expectations - and discuss their respective characteristics, activities, and contingencies. Our discussion of these practices provides not only a more differentiated picture of client-consultant interaction but also uncovers the critical role that clients play in these practices.

Suggested Citation

  • Nikolova, Natalia & Reihlen, Markus & Schlapfner, Jan-Florian, 2009. "Client-consultant interaction: Capturing social practices of professional service production," Scandinavian Journal of Management, Elsevier, vol. 25(3), pages 289-298, September.
    • Handle: RePEc:eee:scaman:v:25:y:2009:i:3:p:289-298
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    Citations

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    Cited by:

    1. Heusinkveld, Stefan & Visscher, Klaasjan, 2012. "Practice what you preach: How consultants frame management concepts as enacted practice," Scandinavian Journal of Management, Elsevier, vol. 28(4), pages 285-297.
    2. Jaakkola, Elina, 2011. "Unraveling the practices of "productization" in professional service firms," Scandinavian Journal of Management, Elsevier, vol. 27(2), pages 221-230, June.
    3. Nikolova, Natalia & Möllering, Guido & Reihlen, Markus, 2015. "Trusting as a ‘Leap of Faith’: Trust-building practices in client–consultant relationships," Scandinavian Journal of Management, Elsevier, vol. 31(2), pages 232-245.
    4. Przemyslaw Hensel, 2013. "Doradztwo jako temat badan naukowych – przegl¹d wspolczesnej literatury. (Consulting as a subject of study – a review of a recent literature.)," Problemy Zarzadzania, University of Warsaw, Faculty of Management, vol. 11(43), pages 9-24.
    5. Qinying Fang & Liwen Chen & Dalin Zeng & Lin Zhang, 2019. "Drivers of Professional Service Model Innovation in the Chinese Construction Industry," Sustainability, MDPI, vol. 11(4), pages 1-16, February.
    6. Yvette Taminiau & Julie Ferguson & Christine Moser, 2016. "Instrumental client relationship development among top-ranking service professionals," The Service Industries Journal, Taylor & Francis Journals, vol. 36(15-16), pages 789-808, December.
    7. Börjeson, Love & Löwstedt, Jan, 2017. "Accomplish change or causing hesitance – Developing practices in professional service firms," Scandinavian Journal of Management, Elsevier, vol. 33(3), pages 185-194.
    8. Yvette Taminiau & Julie E. Ferguson, 2015. "From purists to players? How service industry professionals develop social skills for informal client relationships," International Journal of Management Concepts and Philosophy, Inderscience Enterprises Ltd, vol. 9(1), pages 40-62.

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