“I just wanted to slap the client, but hey” An update on the states of dissonance experienced by management consultants

« J’avais juste envie de baffer le client, mais bon » Une mise au jour des états de dissonance ressentie par les consultants en management

Myriam Bazdah and Florence Allard-Poesi ()
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Myriam Bazdah: IRG - Institut de Recherche en Gestion - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12 - Université Gustave Eiffel
Florence Allard-Poesi: IRG - Institut de Recherche en Gestion - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12 - Université Gustave Eiffel

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Abstract: Using the dissonance theories, this article highlights the sources of dissonance experienced by consultants as well as the organizational practices that may reduce it. Based on observations within a management consulting firm and nineteen interviews with its consultants and managers, this research reveals two phenomena: 1) the phenomenon of cognitive dissonance caused by a gap between the skills or professional aspirations of consultants and the type of missions to which they are assigned, and 2) the phenomenon of emotional dissonance caused by the clients' disrespectful behavior. These results contribute to the existing literature by underlining the normative dimension of the dissonances caused by a gap between the professional standards of the profession and the actual practices of firms and clients. We also highlight how managerial and social support are likely to moderate the dissonances felt by consultants.

Keywords: Conseil en management; Dissonance Cognitive; Dissonance émotionnelle; Accompagnement managérial; Soutien social (search for similar items in EconPapers)
Date: 2023-01-25
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Published in @GRH, 2023, N° 45 (4), pp.39-62. ⟨10.3917/grh.045.0039⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04321601

DOI: 10.3917/grh.045.0039

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