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What motivates professional service firm employees to nurture client dialogues?

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  • Alban Fischer
  • Jan Henrik Sieg
  • Martin W. Wallin
  • Georg von Krogh

Abstract

Dialogues between professionals and their clients are at the core of relationship marketing of professional service firms. To nurture dialogues, professionals need to extend the scope of the dialogue to new issues that impact the client organization's performance. We develop and examine ( N = 431) a model grounded in the theory of planned behavior to highlight factors that impact the willingness of professionals to initiate the extension of client dialogues. Three main results are found. First, affective and instrumental attitudes are distinct and different motivational antecedents that simultaneously impact willingness. Second, affective and instrumental attitude are intermediate psychological considerations shaped by extrinsic rewards, reciprocal relationships, and client relationship quality. Third, organizational pressure operates indirectly by instilling a personal professional norm to extend client dialogues.

Suggested Citation

  • Alban Fischer & Jan Henrik Sieg & Martin W. Wallin & Georg von Krogh, 2014. "What motivates professional service firm employees to nurture client dialogues?," The Service Industries Journal, Taylor & Francis Journals, vol. 34(5), pages 399-421, March.
    • Handle: RePEc:taf:servic:v:34:y:2014:i:5:p:399-421
    DOI: 10.1080/02642069.2014.871535
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    References listed on IDEAS

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    1. Liliana Pérez‐Nordtvedt & Ben L. Kedia & Deepak K. Datta & Abdul A. Rasheed, 2008. "Effectiveness and Efficiency of Cross‐Border Knowledge Transfer: An Empirical Examination," Journal of Management Studies, Wiley Blackwell, vol. 45(4), pages 714-744, June.
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    Cited by:

    1. 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.
    2. Ayşe Banu Elmadağ & Alexander E. Ellinger, 2018. "Alleviating job stress to improve service employee work affect: the influence of rewarding," Service Business, Springer;Pan-Pacific Business Association, vol. 12(1), pages 121-141, March.

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