Service guarantees in the context of professional services - case of law firms

Marek Gnusowski

Abstract

This article focuses on the benefits of guarantees offered by law firms, as professional service firms. Can law firms even offer service guarantees, since lawyers can’t guarantee an outcome? This research expands the current knowledge on service guarantees in the context of legal services. It proves that service guarantees are considered effective means for service firms to attract and retain customers and gain a competitive edge in the marketplace. This article integrates two approaches – conceptual and empirical. The conceptual discussion of the paper draws attention on existing research and integrates the professional services (legal) and service guarantees domains. The empirical part of this study announces two examples of law firms from real business world, which are innovators in introducing their ways of doing business by service guarantees.
Author Marek Gnusowski (WZ / KBRiU)
Marek Gnusowski,,
- Department of Research Markets and Services
Journal seriesEuropean Journal of Service Management, [Zeszyty Naukowe Uniwersytetu Szczecińskiego. Service Management], ISSN 2450-8535, e-ISSN 2353-2858, [1898-0511], (B 13 pkt)
Issue year2017
Vol24
No4
Pages11-16
Publication size in sheets0.5
Keywords in Englishservice guarantees, service marketing, professional services, law firms, case study
DOIDOI:10.18276/ejsm.2017.24-02
URL wnus.edu.pl/ejsm/file/article/download/13123.pdf
Languageen angielski
Score (nominal)13
Score sourcejournalList
ScoreMinisterial score = 13.0, 20-03-2020, ArticleFromJournal
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