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Item Type:Journal Article
Title: Service quality in the legal profession: a review
Author: Stewart, Heather M.
Author: Hope, Christine A.
Author: Muhlemann, Alan P.
Abstract: Research into the management of professional service quality, other than in health care, has been very limited, despite being particularly problematical. This paper focuses on the interactive, highly customized and labour-intensive service offered by solicitors to their commercial and corporate clients. The intangible nature of legal services, the natures of the professionals themselves and the firms within which they operate, and the perceptions of risk brought to the service by the client create additional difficulties in managing the service and measuring client perceptions of it. Yet solicitors must understand the requirements of the group of clients they seek to serve in order to design their service to match those needs. Clients have to assume the technical competence of their solicitor. Moreover, they seek confidence when buying legal services. Our research, therefore, sought to gain an understanding of the process used by commercial and corporate clients when evaluating legal service, and of the factors that are key drivers in the creation of confidence.
URL http://onlinelibrary.wiley.com/doi/10.1111/1468-2370.00041/abstract
Volume 2
Issue 3
Pages 261–285
Publication International Journal of Management Reviews
Date 2000-00-00 2000