Psychological Factors Contributing to Clients’ Trust for a Law Company

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Abstract

The article deals with the problem of building trust for the activities of law companies in the process of professional interaction between lawyers and their clients. The results of the study demonstrated that the main sources of consumers’ confidence in a law (legal) compa-ny are its lawyers’ communicative qualities, their good understanding of clients’ needs and individual approach. It has been revealed that the view of a lawyer’s personal qualities, as a factor of trust, differs greatly between lawyers and their clients. Lawyers believe that the basis for clients’ trust is high level of lawyers’ expertise, which is in contrast to the users who are more oriented towards lawyers’ communicating qualities and their image. Users’ trusting attitude comes as a result of meeting of their expectations and their actual experi-ence in getting legal advice. The quality of legal services and clients’ confidence are at-tained by building a productive cooperation between a client and a lawyer using a wide range of communication means. The article presents areas of psychological work for further professional training of lawyers in legal companies.

General Information

Keywords: trust of users of legal services, psychological trust factors, lawyer’s personality traits as a trust factor, quality of legal advice

Journal rubric: Interdisciplinary Studies

Article type: scientific article

DOI: https://doi.org/10.17759/psylaw.2022120115

Acknowledgements. The authors extend their gratitude to Roshevets M.A. (student of a master’s degree in psy-chology, Surgut State University) for data collection for the study.

Accepted:

For citation: Khokhlova N., Plekhanova N. Psychological Factors Contributing to Clients’ Trust for a Law Company [Elektronnyi resurs]. Psikhologiya i pravo = Psychology and Law, 2022. Vol. 12, no. 1, pp. 196–208. DOI: 10.17759/psylaw.2022120115. (In Russ., аbstr. in Engl.)

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Information About the Authors

Natalia Khokhlova, PhD in Psychology, Associate Professor of Psychology of Development of the Institute of Humanities and Sports, Surgut state University of Khanty-Mansiysk Autonomous Okrug-Ugra, Surgut, Russia, ORCID: https://orcid.org/0000-0001-8266-9629, e-mail: hohlova-ni@yandex.ru

Natalia Plekhanova, PhD in Psychology, Associate Professor of the Department of Psychology, Surgut State University (BU VO SurGU), Surgut, Russia, ORCID: https://orcid.org/0000-0002-8096-6547, e-mail: plehanova-np@yandex.ru

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