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Purpose
– Business to business (B2B) professional services depend on inter-firm cooperation for the co-creation of value. Such cooperation rarely happens overnight; it requires time for the relationship to develop. The purpose of this research is to investigate how different performance attributes of a professional service differ with the tenure of the relationship.


Design/methodology/approach
– This exploratory study utilizes seven years of longitudinal customer data provided by a B2B professional service firm. The firm's customers assess satisfaction, value, loyalty, performance quality and their image of the firm after each project.


Findings
– Data were classified into three tenure related groups – i.e. transactional, emergent and mature relationships. MANOVA and post hoc contrasts of the average attribute scores of the three groups were conducted. The data support the conclusion that high performance in professional services is evident in mature relationships.


Research limitations/implications
– Data come from company archives and reflect the firm's efforts for tactical management of client relationships, not independent informant reports from randomly selected accounts.


Practical implications
– Satisfaction surveys can be employed tactically by professional service providers to develop stronger relationships with their clients en route to co-creating extraordinary value from high levels of service quality and the client's high regard for the provider's professional qualities, such as expertise, customer focus and initiative.


Originality/value
– To the authors' knowledge, no one has shown empirically the dramatic performance advantage stemming from relationships. This is important because theory suggests that customer relationships hold strategic value. Because they are immobile and inimitable, they represent a potential sustainable competitive advantage. However, relationships take time to develop. This begs the question of whether they are worth the time and effort to develop. In the professional service context, where buyer and seller seemingly must collaborate to co-create value, mature relationships indeed yield higher performance, compared to transactional and emerging relationships.

"At a time when teaching and learning policy too often presents itself in a simplistic input-output language of measurable targets and objectives, The Affected Teacher explores the role played by emotionality in how professional life is experienced by school teachers. The book argues that, in the very highly organised and structured social spaces of public institutions, emotionality - or, more precisely, all that is included in the concept of 'affect' - needs to be recognised and validated, rather than ignored or pathologised. It explores how neoliberal education policy seeks to mould professional subjectivities, relationships and practices; how teachers experience and 'manage' their feelings; and the role that affect plays in guiding either compliance with or resistance to often unpopular policy directives. Drawing on a rich body of original data comprising formal and informal discussions with a range of teachers, the case is argued for psychoanalytically and politically informed individual and group reflexivity, both as a form of professional and personal development and as a way of keeping alive alternative beliefs and understandings regarding the purposes of education. The Affected Teacher is relevant to undergraduate and graduate students studying education related courses such as policy studies, education management and the sociology of education, as well as disciplines related to psychosocial studies and psychoanalysis" --

This book gives readers a guide to relationship success at work and in life. Each of the 26 laws is explained using real-life stories. The second section presents 16 common relationship challenges with specific solutions. You'll read about: the top Citigroup executive whose relationship with a CEO was changed forever on a business trip that exploded into chaos, and how you can use the same principle to deepen your own relationships; the philanthropist who, on the verge of being mugged in a dark parking lot, learns how his actions have had an unimaginable ripple effect across several generations; how one of the authors flew halfway around the world and used Law 18--"Make them curious"--To turn a make-or-break, five-minute meeting with a top executive into a long-term relationship; the chance encounter on an airplane with a famous actor that revealed a simple but profound truth. It's Law 25: "Build your network before you need it."--

Machine generated contents note:1.Boundaries and Dual Relationships: Key Concepts --Boundary Issues in the Human Services --Emerging Boundary Challenges: Social Media and Electronic Communications --Typology of Boundary Issues and Dual Relationships: A Synopsis --Managing Boundaries and Dual Relationships --Sound Decision Making --2.Intimate Relationships --Sexual Relationships with Clients --Sexual Relationships with Former Clients --Counseling Former Sexual Partners --Sexual Relationships with Clients' Relatives or Acquaintances --Sexual Relationships with Supervisees, Trainees, Students, and Colleagues --Physical Contact --3.Emotional and Dependency Needs --Friendships with Clients --Unconventional Interventions --Self-disclosure: Whose Needs Are Being Met? --Affectionate Communications --Community-based Contact with Clients --4.Personal Benefit --Barter for Services --Business and Financial Relationships --Advice and Services --Favors and Gifts --Conflicts of Interest: Self-serving Motives --5.Altruism --Giving Gifts to Clients --Meeting Clients in Social or Community Settings --Offering Clients Favors --Accommodating Clients --Self-disclosing to Clients: The Risks of Altruism --6.Unavoidable and Unanticipated Circumstances --Geographic Proximity: Small and Rural Communities --Conflicts of Interest: Unexpected Challenges --Professional Encounters --Social Encounters --7.Risk Management: Guidelines and Strategies --Emerging Issues: The Challenge of Electronic Boundaries --Risk-Management Guidelines.

Interpersonal communication as practical wisdom : reclaiming Aristotle's Nicomachean ethics for the professional sphere -- Interpersonal communication as civil communication : reclaiming John Locke's An essay concerning human understanding -- A relational view of interpersonal communication : reclaiming Ruesch and Bateson's Communication: the social matrix of psychiatry -- An interactional view of interpersonal communication : reclaiming Watzlawick, Beavin, and Jackson's Pragmatics of human communication -- Interpersonal communication as face-work within reference encounters reclaiming Erving Goffman's On face-work -- A relational model of interpersonal communication for face-to-face and virtual communication in reference encounters -- What did we learn?

Cover -- Half Title -- Title -- Library of Congress Cataloging-in-Publication Data -- Dedication -- Contents -- Preface -- Part I: A Manifesto for a Collaborative Profession of Teaching -- Chapter 1: Introduction -- Chapter 2: The Great Debate That Misses the Point -- Chapter 3: The Foundations of a Collaborative Profession of Teaching -- Part II: Shifting Governance Over Instructional Means to the Profession -- Chapter 4: The Tentacles of Control -- Chapter 5: A Small World After All? -- Part III: Equipping a Collaborative Profession -- Chapter 6: Diffusing Good Instruction -- Chapter 7: Getting the Word Out -- Part IV: Cementing Comprehensive Connections Within the Profession -- Chapter 8: Networks of Outsider Influence and Diffusion -- Chapter 9: Networks for Professional Knowledge Transfer and Practice Accountability -- Part V: Conclusion -- Chapter 10: Toward Collaborative Professionalism in Education -- References -- About the Author.

Working in a rural community locates the professional in a wider social network as community members often expect more from their professionals; not only as service providers, but also as engaged members of the community. This can result in the rural social worker being highly visible both personally and professionally and it can also lead to overlapping relationships. These higher expectations can place stress on the worker in terms of maintaining accepted professional roles and a sense of professional identity. This qualitative study explores the first-hand experiences of a cross-section of service providers in more than a dozen communities within northwestern Ontario and northern Manitoba, Canada. The responses of the participants provide some insight into how rural practitioners maintain their professional identity when working within the unique demands of the rural and remote context. Recurring themes from the interviews suggest that these professionals craft their own informal decision-making processes to address intersecting roles, community gossip, and personal isolation, even while, in some cases, practicing in their home community. The findings provide greater understanding of the pressures and realities of working in small remote towns and the challenges of responding to the expectations and realities of relationships including the expectation of working with friends and family members of friends or colleagues: issues that have not been adequately studied in the literature to date.

Background: The quality of the relationship between professional and user is one of the important factors in the recovery process. However, more knowledge is needed concerning the components of helping relationships and characteristics of the helping professional. The aim of this study was to explore users' experiences of helping relationships with professionals. Data and methods: This was a grounded theory analysis of 71 qualitative interviews to explore users' experience of helping relationships and their components, in psychiatric care in Sweden. Discussion: Within the three main categories – interpersonal continuity, emotional climate and social interaction – two core themes were found that described vital components of helping relationships: a non-stigmatizing attitude on the part of the professionals and their willingness to do something beyond established routines. Conclusions: The focus in psychiatric treatment research needs to be broadened. In addition to research on the outcome of particular methods and interventions, the common factors also need to be investigated, above all, what is the effect of the quality of the relationship between user and professional. Greater attention needs to be paid, as well, to how helping respective obstructive relationships in psychiatric services arise, are maintained or are modified.

Dealing with the complex and discomforting 'grey 'area where sex, love and money collide, this book highlights the general materiality of everyday sex that takes place in all relationships. In doing so, it draws attention to and destigmatizes the transactional elements within many 'normative' partnerships - be they transnational, inter-ethnic or otherwise. Focusing on Cambodia, and on a subculture of young women employed in the tourist bar scene referred to as 'professional girlfriends', the book shows that the resulting transnational relationships between Cambodian women and t.

Purpose– Although qualified women are still underrepresented at ranks of senior management in all countries, considerable progress has been made in identifying work experiences associated with career success and advancement. The studies of mentor relationships in North America have shown that women receiving more functions from their mentors reported benefits such as greater job and career satisfaction, and female mentors provided more psychosocial functions than did male mentors. The present study examined antecedents and consequences of mentor relationships in a sample of managerial and professional women working for a large organization in Turkey. The paper aims to discuss these issues.Design/methodology/approach– Data were collected from 192 women managers and professionals using anonymously completed questionnaires.Findings– The following results were obtained: having a mentor relationship had little impact on work outcomes, female and male mentors generally provided the same mentor functions, and mentor functions had little impact on work outcomes.Practical implications– Highlights the potential role of both organizational and societal values in mentoring programs.Originality/value– These findings are at odds with previously reported results obtained in Anglo-Saxon countries. Possible explanations for the failure to find previously reported benefits of mentoring are offered.