Marrying service providers and their clients: A relationship approach to services management

Abstract

The synthesis presented in this paper highlights growing recognition of commitment as a predictor of successful long‐term relationships between service providers and their clients. This paper explores the concept of commitment, its various components such as service value, investments and alternatives, and determines its potential as a powerful relationship measurement tool. Commitment incorporates and overtakes quality and value as the primary concern of service managers. These developments are illustrated by changes taking place in the legal services market.