律師業顧客資訊服務平台規劃分析

A Study of the Planning of Customer Information Service Platform in the Law Firm

王中平(Jong-Pyng Wang)

指導教授 ： 耿慶瑞

國立臺北科技大學/管理學院/管理學院經營管理EMBA專班/碩士(2011年)

摘要

鑑於律師業「e化腳步遲緩」之情形，及受服務客戶向來普遍存在「因資訊不足而不安」的現象，本研究將藉由「資訊透明化」及「e化」作為改善該二現象之方法，把企業顧客服務資訊平台的觀念導入，以深度訪談為研究方法，探討建立律師業顧客資訊服務平台，將案件相關資訊透過網路服務平台透明揭露，對於顧客滿意度之影響，同時規劃分析最適切的電子化透明程度之資訊內容。
研究結果發現，律師業顧客資訊服務平台之設立有提升顧客滿意度之效益，亦符合律師之意願。而現階段最適切之電子化透明程度之資訊內為律師產業服務流程中：（1）事務所基本資訊、（2）客戶所交付之資料、（3）律師與當事人交流資訊、（4）律師表達資訊、（5）法院呈現資訊、（6）對造表達資訊。

關鍵字

代理理論 ； 資訊不對稱 ； 顧客服務 ； 服務行銷 ； 電子化 ； e化

並列摘要

The problem of the law firm customers being disturbed due to lack of information is fairly common. The electronic services have been widely used for improving customer services in many areas. However, the pace of delivery of the electronic services for the law firm customers is still slow and unsatisfied. The research investigated the traditional law firm customer service processes via in-depth interviews, found out error-prone steps, and provided some progressive solutions from transparent and efficient electronic services. This research also looked into the influence in the customer satisfication after using the electronic services. In addition, the study tried to propose the most appropriate level of transparency in the law firm electronic services. The target of this research is aimed at improving quality and efficiency in the law firm customers services. Results of this study showed that the law firm electronic services both enhanced customer satisfaction and achieved the requirements of the lawyers. Furthermore, an appropriate electronic service platform of the law firm customers services should basically include the followings: (a) the introductive information of the law firm; (b) the list of data and information provide by the customer; (c) the communication of the case progress between the law firm and the customer; (d) important diagnostic information from the lawyer; (e) all related information from the appellate court; (f) all communicative information from the party on the other side.

並列關鍵字

Agency theory ； information asymmetry ； customer service

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