Professional service quality A step beyond other services? |
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Authors: | Heather Stewart Chris Hope Alan Muhlemann |
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Institution: | University of Bradford Management Centre, Emm Lane, Bradford BD9 4JL, UK;University of Bradford Management Centre, Emm Lane, Bradford BD9 4JL, UK;University of Bradford Management Centre, Emm Lane, Bradford BD9 4JL, UK |
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Abstract: | The management and measurement of professional service quality is particularly problematic. To enable managers of legal practices to improve service quality they must understand the service attributes their clients consider important. Drawing on a series of focus groups conducted in the UK, this study provides insights into the assessment of legal services by commercial and corporate clients. A review of literatures pertaining to the evaluation of professional service quality, the concepts of quality and value, and dimensions relating to outcome and process is presented. The results of a series of focus groups are considered in the context of continuing research. |
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Keywords: | service quality measurement dimensions legal profession |
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