Esther Verboon studied Health Sciences and also holds a Master's degree in Business Administration. In her role as a programme manager for HBO Law at HU University of Applied Sciences Utrecht, she has developed a special interest in the quality of professional services. This is what led her to her doctoral research on creating customer value and the associated loyalty of clients in legal advocacy. Very little research has been carried out into these concepts in the context of the provision of intellectual goods, and in the setting of the legal services and advocacy in the Netherlands no research is available at all. Her doctoral thesis thus contributes to greater scientific understanding of these subjects in a new field. The results of the study are translated into recommendations for law firms that wish to strengthen their customer-oriented business practices.