Date of Award
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
Copyright © 2023, author
DeArmin, Gale Katherine, "Fulfilling Expectations" (2023). Graduate Theses and Dissertations. 7196.