Fu, Na
ORCID: 0000-0003-2507-0585, Flood, Patrick C.
ORCID: 0000-0002-2465-7432, Rousseau, Denise
ORCID: 0000-0003-0712-7189, Morris, Tim and Johnstone, Murray
(2023)
When are clients helpful? Capitalising on client involvement in professional service delivery.
PLoS ONE, 18
(2).
ISSN 1932-6203
Abstract
Professional service firms apply specialist knowledge to create customised solutions to client problems. In their work, teams of professionals undertake projects in which clients may be closely involved in co-creating solutions. However, we know little about the conditions under which client involvement contributes to better performance. We examine the direct and conditional contribution client involvement can make to project success and propose team bonding capital as a moderator. We conduct multi-level analysis of data from 58 project managers and 171 consultants nested in project teams. We find a positive impact of client involvement on both team performance and team member idea creativity. Team bonding capital moderates the relationships client involvement has with both team performance and individual member idea creativity, where the impact of client involvement is greater when team bonding capital is high. Implications for theory and practice are discussed.
Metadata
| Item Type: | Article (Published) |
|---|---|
| Refereed: | Yes |
| Subjects: | Business > Management Business > Managerial economics |
| DCU Faculties and Centres: | DCU Faculties and Schools > DCU Business School |
| Publisher: | Public Library of Science |
| Official URL: | https://journals.plos.org/plosone/article?id=10.13... |
| Copyright Information: | Authors |
| ID Code: | 32770 |
| Deposited On: | 08 Jun 2026 14:45 by Tam Nguyen . Last Modified 08 Jun 2026 14:45 |
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