... may be faced with. Also, the firm may seek an independent opinion concerning a previously undertaken course of action. Others include simply being able to ask for an expert's opinion or confirmation when the cost involved prohibits such an expert's being a permanent member of staff and when the client wishes to maintain or increase his or her position, as well as when some structural adjustments become necessary because of a changing or new political panorama. (Soriano et al. 2001, Managing Service Quality) When taking on the services of a consultant, clients analyse the cost of the project, the benefits that may result from it and the quality of the work performed, as well as the possibility of integrating the consultant's advice within the firm's activity. Even though dissatisfaction with or rejection of consultants may arise, it does not necessarily mean that their work had no impact on the client's ...

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