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

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. Crown