Delivering 'effortless experience' across borders: Managing internal consistency in professional service firms
This article explores how professional service firms (PSFs) manage across borders. When clients require consistent services delivered across multiple locations, especially across borders, then firms need to develop an organization that is sufficiently flexible to be able to support such consistent service delivery. Our discussion is illustrated by the globalization process of law firms. We argue that the globalization of large corporate law firms primarily takes place in terms of investments in the development of protocols, processes and practices that enhance internal consistency such that clients receive an 'effortless experience' of the service across multiple locations worldwide. Over the longer term the ability to deliver such effortless experience is dependent upon meaningful integration within and across the firm. Firms that achieve this are building a source of sustainable competitive advantage.
Year of publication: |
2009
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Authors: | Segal-Horn, Susan ; Dean, Alison |
Published in: |
Journal of World Business. - Elsevier, ISSN 1090-9516. - Vol. 44.2009, 1, p. 41-50
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Publisher: |
Elsevier |
Keywords: | Professional service firms Globalization Cross-border integration Global strategy implementation Law firms |
Saved in:
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