Delivering ‘Effortless Experience’ Across Borders: Managing Internal Consistency in Professional Service Firms

Segal-Horn, Susan and Dean, Alison (2007) Delivering ‘Effortless Experience’ Across Borders: Managing Internal Consistency in Professional Service Firms. Working paper. Kent Business School, University of Kent, Canterbury (Full text available)

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Abstract

This article explores how professional service firms 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.

Item Type: Monograph (Working paper)
Additional information: Working Paper No. 146
Subjects: H Social Sciences > HC Economic History and Conditions
Divisions: Faculties > Social Sciences > Kent Business School > International Business and Strategy
Depositing User: Alison Dean
Date Deposited: 23 Jul 2008 10:05
Last Modified: 16 May 2014 11:10
Resource URI: http://kar.kent.ac.uk/id/eprint/9158 (The current URI for this page, for reference purposes)
ORCiD (Segal-Horn, Susan):
ORCiD (Dean, Alison):
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