||Ever since 1989, the number of lawyer candidates having passed the lawyer examination has been increasing year by year. How do lawyers find their ways of survival in the keenly competitive legal market? Apart from strengthening their legal expertise, lawyers also have to pay concern for customer satisfaction because lawyer business actually belongs to service industry. To let customers feel satisfied, the first thing that lawyers should do is to understand the thinking of customers. After lawyers have understood what their customers think, they are able to provide customers with their desirable services. After a lawyer has grasped the minds of customers, a good reputation of the lawyer can be gradually cultivated. This research paper studies the divorce lawsuits of six women and their interactive experiences with lawyers. Employing the way of in-depth interviews, the study firstly understands these women’s dissatisfaction with their lawyers. And from five different service facets, including the tangibility, reliability, reactivity, guarantee nature and concern nature, the paper summarizes and rearranges the services that the women experiencing divorce lawsuits expect from their lawyers, the most significant services to these women, and the service items that they expect to see improvement from their lawyers. The research results can be a reference for future lawyers to make improvement when handling the cases of family affairs.|
According to these six interviewed women, in the facet of reliability, the most significant service to them is whether the lawyer has assisted the woman customers in attaining their expected results in the judgments. Besides, what these women expect and attach high importance to are whether their lawyers treat them with a considerate, kind and mild attitude in the process of offering professional legal service, whether their lawyers communicate with them with the greatest patience, and whether their lawyers give explanation in understandable language in the communication process with them. The lawyers are expected to give concrete suggestions for other problems derived from these women’s active proposal of lawsuits. In this way, the helplessness and uneasiness of these women caused in the process of lawsuit can be reduced, and the women’s sense of trust in their lawyers will be increased. Therefore, lawyers not only have to assist women in solving their legal disputes, but also should help them walk out of the shadow of their unhappy marriages to start another new life. Through the realm of marriage lawsuits, lawyers can also establish their reputation and acquire profits in this professional area, achieving a win-win situation in the end.