Abstract
Previous research shows that legal clients are very satisfied with the services provided by their lawyer. Yet, research also demonstrates that lawyers often act in their own interests rather than their client‟s, and that there is deep public scepticism concerning the legal profession. In-depth interviews with medical malpractice claimants and legal file analysis are used to unravel these paradoxes. We investigate how claimants experience their lawyer‟s efforts, and examine which aspects of legal services drive client satisfaction and dissatisfaction. We find that lawyers are highly successful at deflecting client dissatisfaction onto other actors in the system, and this success also explains the apparent paradoxes in the lawyer-client literature.
| Original language | English |
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| Place of Publication | Manchester |
| Number of pages | 63 |
| Publication status | Published - Jan 2012 |