... needed empirical work in this area, and also for practitioners from the services sector and financial services in particular. Originality/value The paper will be of interest to academics and practitioners interested in exploring the links between quality and marketing, and the practical implications...

... delivery approaches professionals may use, and these theoretical underpinnings are discussed next. Professional services Service delivery Doctors Lawyers Financial services Social identity theory is a useful lens for understanding ways professionals may approach their service delivery...