"Managing the Professional Service Firm"

Paper Summary:

The writer of this paper examines and describes each chapter in David H. Maister's "Managing the Professional Service Firm." The book contains suggestions, business plans and strategies pertaining to the service industry. Topics covered in this paper include: Motivating employees and attracting new clients, marketing and maximizing profitability in a professional service firm.

From the Paper:

"Chapter seven is titled with a warning to professional service firms: quality work doesn't mean quality service. Maister argues that quality service is as important as quality work, because both leave the client satisfied with the firm-client relationship. Maister offers the following formula: satisfaction equals perception minus expectation. If the client perceives that the service is at a certain level but expected a higher level of service, then that client will the dissatisfied."

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