NDLI: Affect and the role of corporate customer expertise within legal services

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Affect and the role of corporate customer expertise within legal services

Content Provider	Semantic Scholar
Author	Garry, Tony
Copyright Year	2008
Abstract	Purpose – The aim of this paper is to explore the role of affect evoked among customers of differing expertise within a business‐to‐business credence service context and examine how this affects overall satisfaction judgements.Design/methodology/approach – Drawing on the affect and satisfaction literature, the paper examines affective reactions to service delivery within multi‐national and regional corporate legal services markets. A two‐stage methodology is adopted incorporating explorative interviews and a survey comprising 252 users of corporate legal services.Findings – Findings suggest the customer's ability to form expectation and performance assessments about the core service may have a moderating influence on affective reactions within a business‐to‐business credence service context. Customers of differing expertise will vary in the way they set service expectations and evaluate service delivery in relation to the technical, functional and affective components.Practical implications – Organisation...
Starting Page	292
Ending Page	302
Page Count	11
File Format	PDF HTM / HTML
DOI	10.1108/08876040810881696
Volume Number	22
Alternate Webpage(s)	https://ir.canterbury.ac.nz/bitstream/handle/10092/3972/12615667_Affect%20and%20the%20Role%20of%20Customer%20Expertise%20within%20Legal%20Services%20REP.pdf;jsessionid=73C2BD22550A9269F5766800535C9D46?sequence=1
Alternate Webpage(s)	https://doi.org/10.1108/08876040810881696
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article

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