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Delivering 'effortless experience' across borders: Managing internal consistency in professional service firms

Listed author(s):
  • Segal-Horn, Susan
  • Dean, Alison
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    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.

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    Article provided by Elsevier in its journal Journal of World Business.

    Volume (Year): 44 (2009)
    Issue (Month): 1 (January)
    Pages: 41-50

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    Handle: RePEc:eee:worbus:v:44:y:2009:i:1:p:41-50
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    1. Julian Birkinshaw & Omar Toulan & David Arnold, 2001. "Global Account Management in Multinational Corporations: Theory and Evidence," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 32(2), pages 231-248, June.
    2. Brock, David M. & Yaffe, Tal & Dembovsky, Mark, 2006. "International diversification and performance: A study of global law firms," Journal of International Management, Elsevier, vol. 12(4), pages 473-489, December.
    3. Thomas W Malnight, 1996. "The Transition from Decentralized to Network-Based MNC Structures: An Evolutionary Perspective," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 27(1), pages 43-65, March.
    4. Chang, Tung-Lung S. & Chuang, Cheng-Min & Jan, Wen-Shiung, 1998. "International collaboration of law firms: Modes, motives and advantages," Journal of World Business, Elsevier, vol. 33(3), pages 241-262, October.
    5. Kristensen, Peer Hull & Zeitlin, Jonathan, 2004. "Local Players in Global Games: The Strategic Constitution of a Multinational Corporation," OUP Catalogue, Oxford University Press, number 9780199275625.
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