The impact of the current world recession on the Spanish legal sector has brought about the end of a period of sustained growth and led to increased competition amongst law firms. Within this context, the management of client needs and the introduction of improvements in the quality of services are crucial in order to maintain a strategically sustainable position. As a result of the information obtained through 28 in-depth interviews and 301 surveys carried out on senior managers and owners, who represent the economic reality in Catalunya, we have been able to show, amongst other aspects, that when choosing a law firm the efficacy and efficiency of the firm is significantly more important than trust or technical quality. We have also seen, that the level of satisfaction with legal services received is related to the perception of value and client retention.

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Esteban Ferrer, Maria Jose; Tricás Preckler, Jesús

La prestación de servicios jurídicos de alta calidad como estrategia competitiva en tiempos de crisis

02/2011
The impact of the current world recession on the Spanish legal sector has brought about the end of a period of sustained growth and led to increased competition amongst law firms. Within this context, the management of client needs and the introduction of improvements in the quality of services are crucial in order to maintain a strategically sustainable position. As a result of the information obtained through 28 in-depth interviews and 301 surveys carried out on senior managers and owners, who represent the economic reality in Catalunya, we have been able to show, amongst other aspects, that when choosing a law firm the efficacy and efficiency of the firm is significantly more important than trust or technical quality. We have also seen, that the level of satisfaction with legal services received is related to the perception of value and client retention.
More Knowledge
La prestación de servicios jurídicos de alta calidad como estrategia competitiva en tiempos de crisis
Esteban Ferrer, Maria Jose; Tricás Preckler, Jesús
Alta Dirección
Vol. 45, nº 271-272, 02/2011, p. 57 - 67

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