Customer-centricity, resilience and flexibility in the legal services sector
(2025)
Thesis
Pepperell, B. (2025). Customer-centricity, resilience and flexibility in the legal services sector. (Thesis). University of Hull. https://hull-repository.worktribe.com/output/5087937
The aim of this thesis is to identify and investigate the disconnect between contemporary client expectations and law firms’ current ability to deliver on those expectations, in the context of a chronically underfunded justice system.
It goes on to...
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