Client–consultant interaction: Capturing social practices of professional service production |
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| Authors: | Natalia Nikolova Markus Reihlen Jan-Florian Schlapfner |
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| Affiliation: | aUniversity of Technology Sydney, School of Management, PO Box 123, Broadway, Sydney, NSW 2007, Australia;bLeuphana University of Lüneburg, Otto Group Chair of Strategic Management, Scharnhorststraße 1, D-21335 Lüneburg, Germany;cHenkel AG & Co. KGaA, Henkelstrasse 67, D-40191 Düsseldorf, Germany |
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| Abstract: | 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. |
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| Keywords: | Consulting Client– consultant interaction Project management Consulting success |
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