Purpose – 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...

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 (<italic>N</italic> =...

Purpose – The purpose of this paper is to shed more light on the crucial initiation stage of service innovation in professional service firms (PSFs) by individual professionals and the implications for knowledge management. Design/methodology/approach – The paper builds theory, based on an...