Fulfilling Expectations

Date of Award


Degree Name

Ed.D. in Leadership for Organizations


Department of Educational Administration


Davin J. Carr-Chellman


This qualitative action research study used the researcher's client-centric, ethicsof-care framework to explore how clients experienced their relationships with their attorneys. The study involved semi-structured, one-on-one interviews of nine former and current clients who provided in-depth accounts of their lived experiences with their attorney/s and the Firm. The results of the candid interviews revealed the themes of trust, support, attentiveness, safety, and Department of Communication; the shared experience of being handed off to a different attorney; inconsistencies in the clients' journeys; and gaps in the information needed and provided. The proposed action was to create a Client Journey Map, to emphasize the team approach within the Firm, and to provide documents to be distributed during clients' journeys


Law, Legal Studies, Law Firm, Action Research, Attorney-Client Relationship, Ethics of Care, Client Journey Map, Client-Centric Framework, Customer-Centric Framework

Rights Statement

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