Purpose Due to the recent economic crisis, competition has considerably increased in the legal profession in the Netherlands. However, marketing in legal services is mostly in its infancy and value research in this context is scarce. We therefore used a contingency approach in exploring the origin of customer value and the association with loyal behaviour in legal services for small and medium enterprises (SMEs). Methodology Because professional services are effectively provided by means of a relationship, the emergence of value was studied in the interaction between lawyers and clients in an explorative way, by means of a case study: in-depth interviews with ten lawyers and ten SMEs led to provider and client perspectives on value driving in twenty-eight legal cases. The underlying research model was based on the Service logic for marketing (e.g. Grönroos and Voima, 2013), which proposes that interaction is conditional for the emergence of value. Findings We assumed that value could only derive from the interaction during the service encounter. Field findings however, confirmed that previous, current and anticipated service experiences influences value. Due to the credential character of legal services, antecedent recommendation of others and the track record of lawyers, for example, are also important value drivers. The relational value perspective appears to be insufficient in analysing the emergence of value in credence services, because value drivers outside the joint sphere help clients to reduce perceived purchase risks. Originality Our study enriches the limited literature and offers a more holistic understanding of the origin of value in credential contexts like legal services. Our findings agree not only with insights from the Service logic (e.g. Grönroos and Voima, 2013) but also from the Customer-dominant logic (e.g. Heinonen et al., 2013).
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This qualitative study describes the experiences of five patients with advanced cancer who participated in a guidedreading and discussion about selected literary texts. The intervention consisted of reading a selected story, after which eachpatient was interviewed, using the reading guide as a conversation template. The interviews were then thematically analyzed fortheir conceptual content using a template analysis.First experiences with our newly developed reading guide designed to support a structured reading of storiescontaining experiences of contingency suggest that it may help patients to express their own experiences of contingency andto reflect on these experiences.
Being diagnosed with incurable cancer often leads to experiences of contingency and to existential concerns when patients struggle to search for meaning. The aims of this project are to (1) investigate how Art-Based Learning(ABL) – an art education method for experiencing art – has the potential to affect meaning-making processes of cancer patients in palliative care; (2) to investigate how to integrate this in (patient) education programs; (3) to enable health and art professionals to extent their capabilities to care for PC patients. This project builds on previous research on contingent experiences and narrative meaning-making, and on a pilot-study regarding the feasibility of carrying out ABL in PC. Aims and questions have been developed in a long-lasting process of problem analysis with PC and art education professionals, patients, and researchers. We will a) conduct participatory research to make an inventory of considerations that play a role in designing an art exhibition for the purpose of ABL among patients with advanced cancer, resulting in a manual to be used in future practice and research; b) conduct an explorative study and evaluate which factors hinder and promote patients’ meaning- making processes in online/on-site interventions; c) conduct a formal analysis of patients’ experiences with regards to meaning-making; d) formally compile a full list of conclusion and advices and embed the result in a new educational program for PC and art education professionals. This project is led by the professorship Art education as Critical Tactics(ArtEZ University of the Arts) and is carried out by a consortium of experts and complementary partners: University of Amsterdam and University of Twente (research partners); Amsterdam University Medical Centers, Amsterdam Museum, Museum Arnhem, Museum Jan Cunen, Leren van Kunst (public institutional partners); Vrije Universiteit Amsterdam, Radboud University, Story Lab-University Twente (knowledge experts); Living with Hope, SPKS, NFK(experience experts/patients advocacy).
