Advent of e-business concepts in legal services and its impact on the quality of service

This paper examines the rise of electronic-commerce and its implications for quality and service delivery with particular reference to its impact on legal services. E-commerce is growing at a phenomenal rate with more organisations offering their goods and services on-line every day. Importantly, th...

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Bibliographic Details
Published in:Managing service quality 2001-06, Vol.11 (3), p.175-181
Main Authors: Muir, Lindsey, Douglas, Alex
Format: Article
Language:English
Subjects:
Access to information
Clearing banks
Competition
Competitive advantage
Customer relationship management
Customer services
Electronic commerce
Initiatives
Internet
Internet access
Law firms
Legal services
Quality management
Quality of service
Shopping
Studies
World Wide Web
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Summary:This paper examines the rise of electronic-commerce and its implications for quality and service delivery with particular reference to its impact on legal services. E-commerce is growing at a phenomenal rate with more organisations offering their goods and services on-line every day. Importantly, this growth is being matched by the number of people gaining access to the Internet in a variety of ways. E-commerce offers both opportunities and threats to law firms. The main threat is identified as coming from on-line competitors offering reduced prices and higher customer services. This competition is forcing law firms to change their attitude to new technology generally and the Internet in particular. A Web presence allows legal practices to be more transparent and to offer greater access to information to customers by way of improving their services. This improved communication may lead to a reduction in complaints against solicitors. The paper concludes that the Internet will have a profound effect on the way private law firms conduct business.
ISSN:0960-4529
2055-6225
1758-8030
2055-6233
DOI:10.1108/09604520110391360