Chances, Risks and Quality Criteria of Virtual Consulting

Abstract

A consulting firm can only be successful in the long term if the quality of the consulting services meets or exceeds the expectations of the clients. Therefore, it is of central importance for the consulting firm to know the quality requirements as well as the expectations and fears of clients with respect to virtualized consulting services. Within this contribution, we analyze the expectations of clients through a literature-based Delphi study. Additionally, we investigate which quality criteria clients consider important and how these relate to the degree of virtualization in consulting services. Finally, we also highlight chances and risks of virtual consulting from the perspective of the consultants, based on a second Delphi study. On this basis, we derive implications for the consulting industry.