Professional service marketing strategies in the 80s

Hill, C. Jeanne; Fannin, William R.

doi:10.1080/15332969.1986.9984823

Cited by 3 publications

(1 citation statement)

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“…On the other hand Church et al (1995) suggest that a client's evaluation of commitment may be limited to the commitment shown by the engagement partner and his or her team. The professional has to demonstrate commitment to the client in the form of continuity of service, personal attention and a feeling of genuine concern and connection with the client (Hill and Fannin 1986).…”

Section: Commitmentmentioning

confidence: 99%

Service quality in the legal profession: a review

Stewart¹,

Hope²,

Muhlemann³

2000

Int J Management Reviews

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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.

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Section: Commitmentmentioning

confidence: 99%