European Journal of Service Management

Wcześniej: Zeszyty Naukowe Uniwersytetu Szczecińskiego. Service Management

ISSN: 2450-8535     eISSN: 2353-2858     DOI: 10.18276/ejsm.2017.24-02
CC BY-SA   Open Access 

Lista wydań / Vol. 24, 4/2017
Service guarantees in the context of professional services – case of law firms

Rok wydania:2017
Liczba stron:6 (11-16)
Klasyfikacja JEL: L84 M31 O14
Słowa kluczowe: service guarantees service marketing professional services law firms case study
Autorzy: Marek Gnusowski
Poznan University of Economics and Business,

Abstrakt

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.
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