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This chapter takes a new approach to emotions through the lens of a relational identity among hybrid professionals, using those in healthcare as particularly relevant examples. Sharpening the focus on underpinning emotional dynamics may further explain how professional managers can be effective in hybrid roles. The chapter seeks to build on the internal emotional states of these professional managers by understanding how outward emotional displays might influence their subordinates. The understanding of how emotional states/displays in manager–employee relationships influence target behaviors may help multiprofessional organizations generate better-informed leadership practice in relation to desired organizational outcomes, e.g. more efficient and effective health services.

We explore factors that influence the circulation of client–service firm relationships between firms in the same market for professional services. Circulation refers to the dissolution of a client–service firm market tie and the formation of a new tie involving the same client but a new professional service firm. Building on research in social embeddedness and the structure of markets, we argue that the circulation of client–service firm relationships is affected by three social signals: the mobility of exchange managers between professional service firms, the size and market strategy of professional service firms, and the similarity of new service firms to clients’ previous exchange partners. Using data on advertising agency–client market ties, we find that client ties are more likely to circulate to large agencies, agencies with many market ties, and to agencies that are similar to a client's previous advertising agency. The circulation of client ties is also more likely when new agencies hire exchange managers from a client's previous agency. This effect is stronger when exchange managers circulate to agencies of equal or higher status as their previous employer. We discuss the implications of our findings for social embeddedness research and for the study of professional service firms.

The purpose of this paper is to examine how young women understand and make meaning of their status as early-career women (ECW) in the creative communication industry, which is typically dominated by male leadership. It explores how professional relationships influence their transition into full-time employment and influences their career trajectories.

Interviews with 31 women in the first five years of their communication careers provided insights into how they experience professional relationships in the workplace in relation to leadership advancement. Inductive coding, a feminist organizational communication lens and literature on mentorship and role modeling was used to explore the standpoint of these young women.

Young women understand that professional relationships are necessary for acclimation and professional development. Our analysis revealed an intersection of three distinct ways these relationships help young women cultivate a strong career foundation, positioning themselves for leadership opportunities.

This study provides insight into the experiences of ECW, a group significantly overlooked by industry and research as a way to increase career equity. Findings from this study guide programmatic and socialization practices to help young women overcome barriers.

Developing a deeper understanding of women worker’s realities, this research encourages industries to regard the entire career path, emphasizing the importance of beginning socialization experiences in the workplace. It offers actionable managerial practices, and it drives a new scholarly focus on a demographic critical to closing the leadership gender gap.

This paper seeks to contribute to the discussion of relationship marketing in professional services firms (PSF). The process of dialogical interaction with clients is central to relationship marketing. However, client dialogue may fall dormant if not properly cultivated by employees of the PSF, that is, by professionals. This inductive study aims to investigate how professionals sustain a fruitful client dialogue by proactively introducing additional client problems to the dialogue.

Extensive field research with a “Big Four” accounting firm and 11 client companies inductively generates a framework to describe how professionals engage in proactive diagnosis of client problems to introduce these problems to the client dialogue. The framework is grounded in 49 focused interviews with professionals and client managers, as well as supplementary interviews, observations, and firm documents.

The suggested framework consists of the components of proactive diagnosis (information‐seeking and influence strategies), a trade‐off that professionals must make among these components, several enablers of and constraints on proactive diagnosis, and key client concerns that professionals must address to introduce additional client problems.

Despite the importance of client dialogue for relationship marketing, recommendations about how professionals can sustain client dialogue over time remain limited. This study describes proactive diagnosis as one potential approach. It contributes to literature on relationship marketing in PSFs by showing how proactive diagnosis helps professionals overcome the problem of dormancy in client dialogue, complements personal selling, and extends the role of diagnosis beyond paid client assignments into the pre‐selling phase.

University libraries have traditionally been the primary caretaker of scholarly resources. However, as electronic modes of information delivery replace print materials, expectations of academic libraries have evolved rapidly. In this environment, academic libraries need to be adaptable organizations. Librarianship, though, is deeply rooted in strong values and beliefs which inherently limit receptivity to change and innovation, but these constraints are not absolute. Social network research indicates that professional advice networks play a significant role in how one thinks about and performs work and that individual perspectives are broadened when diverse input is received. Based on social network analysis methods, this study explored the relationship between individual receptivity to innovation and the composition of a person's professional advice network through a purposive sample of academic librarians in Illinois. The group completed a survey that explored two dimensions: (1) the nature of relationships within their professional advice network and (2) the individual's personal receptivity to innovation. Analysis of the nature of relationships within the professional advice networks was based on a combination of quantitative and qualitative techniques, in contrast to the analysis of the respondents’ receptivity to innovation which was based on quantitative measures. Based on the information from the 440 respondents, the results of this research indicate that there is a relationship between the size of the professional advice networks and individual's receptivity to innovation, but additional aspects of the professional advice network may play a role in an individual's overall receptivity to innovation.

Distinct difference between professional services and other types of service may increase customer reliance on social aspects of the relationship as a means to increase satisfaction with the service encounter. These services are characterized by one‐on‐one interactions involving repeated, frequent encounters with the same professional service provider and contain differences including: complexity, the intimate nature of exchange, and co‐production of service outcomes by both the client and the service provider. This study investigates the relative impact of technical and functional (social) aspects of professional service relationships on client satisfaction in four different professional services contexts. Findings support the positive impact of social aspects of the relationship on satisfaction in all four contexts, however, the strength of the association varies with context. The more classically professional occupations, like medicine, show a stronger relationship between social aspects of the relationship and satisfaction than less professional occupations, such as hairstyling. Social aspects also affect positive organizational outcomes, specifically positive word‐of‐mouth and re‐patronization intentions, in three of the four contexts.

The knowledge of inhibitors of internal customer knowledge transfer in b‐to‐b professional service organizations is still in its infancy. Previous literature on professional service organizations has focused on knowledge processes on a general level without paying closer attention to inhibitors of internal knowledge transfer. This study aims to contribute by increasing the knowledge of various inhibitors of customer‐related knowledge transfer and their influence on customer‐related knowledge utilization in collaborative customer relationships.

The present empirical article is based on a case study of two professional service organizations in the field of business‐to‐business education and consultancy services. An in‐depth analysis of organizations developing collaborative relationships was conducted.

This paper shows that internal fragmentation seems to be inherent in this type of organization, and may cause many problems in customer‐related knowledge transfer among individuals, collegial groups and hierarchical levels in a professional service organization. All these problems in collective knowledge utilization influence both the service offering creation and general relationship coordination in the collaborative relationship.

This paper provides managerial suggestions for how to deal with the inhibitors of customer knowledge transfer. This includes developing unified goals, strengthening cultural cohesion and cooperation in the organization, building forums of dialogue between individuals and subgroups, and structuring relationship coordination systems (i.e. key account management systems), keeping customer‐related knowledge transfer in mind.

The purpose of this paper is to unveil how family involvement in management teams of private Chinese companies affects professional managers’ psychological ownership and sense of “us”, in the hopes of understanding why their devotion cannot coexist with the higher level of commitment of family managers.

This paper includes two main studies. The first uses regression to analyze survey data provided by 165 professional managers working in Chinese private companies. The second is a scenario experiment in which 106 MBA candidates participate.

The study finds that there is a negative relationship between family management involvement and professional managers’ perceived relationship closeness to owners and psychological ownership of firms. It also finds that relationship closeness fully mediates the negative influence of family management involvement on managers’ psychological ownership.

This paper contributes to both the theoretical literature and management practice. From a theoretical perspective, it connects studies in indigenous sociological psychology with new literature on psychological ownership. The paper finds that personal relationships nurture the shared psychological ownership of managers by generating a sense of “us”, providing a new theoretical explanation for its formation process. Furthermore, this study offers an explanation for the negative signal effect of family involvement in management. From a practical perspective, this study finds that family involvement in management acts as a critical boundary condition for using personal relationships to stimulate professional managers.

Research into inter‐organisational relationships has been one of the key drivers in the development of services marketing theory. Yet the understanding of the nature of such relationships, and the management of the relationship process, remains limited. Focusing on the development of buyer‐seller relationships in an archetypal professional business service, this paper aims to critically examine the nature and format of inter‐organisational service relationships.

Research reported in the paper is based on case study research across multiple dyads (n=7) in the occupational health sector supported by large‐scale survey data.

Argues that, rather than adhering to a single format in terms of characteristics or pattern of development, relationships are diverse and complex. A typology of “ideal type” relationship formats, ranging from quasi‐transactional to internalised, is proposed. Each of these ideal types is characterised by a unique set of causal and resultant conditions.

The paper is based on data from a single, albeit archetypal, professional business service. Consequently future research should address the replicability of the results across other service sectors.

The identification of these discrete relationship formats and their key characteristics along a continuum provides an empirical basis on which service professionals can develop targeted strategies for the management of particular inter‐organisational relationships.

Building on preceding research, the paper provides empirically based analysis of the nature and format of inter‐organisational relationships in professional service markets.

This chapter proposes a paradigm shift in considering the collective identification of employed physicians and how it influences physician engagement.

There are many challenges for organizations employing physicians, particularly in terms of engagement in organizational initiatives. Prior research suggests this conflict stems from how physicians think of themselves as professionals versus employees (as forms of collective identification). Unfortunately, research is limited in addressing these dynamics.

This conceptual chapter considers the complex network of relationships that physicians perceive between the collectives to which they belong. A primary collective identification (i.e., the profession) is proposed to influence subsequent collective identification (i.e., the organization), and that these meanings and relationships along with contextual factors drive engagement.

Health care organizations increasingly rely on engagement from their physicians to improve upon coordinated care. This proposed conceptualization offers new insight into the dynamics surrounding how and why employed physicians become engaged.