In the legal profession, investing in existing clientele is the most common way of continuing or expanding one’s business. However, the market for legal services in the Netherlands is in a state of flux, putting pressure on competitiveness between law firms. Small and medium-sized enterprises (SME), in particular, increasingly make use of the legal knowledge available on the internet, and holding on to existing has become an urgent issue for lawyers. Esther Verboon asks how lawyers can optimise their services to the SME sector from the clients’ perspective. She investigates client loyalty in this group and how it comes about, carrying out a literature review and a multiple case study.
E.M. Verboon: De cliënt in beeld; een onderzoek naar loyaliteit van mkb-cliënten in de advocatuur.
Prof. R.C.H. van Otterlo
Dr G. van der Veen
Dr J.S.E. Dikkers
This event is open to the public.