Picture of person typing on laptop with programming code visible on the laptop screen

World class computing and information science research at Strathclyde...

The Strathprints institutional repository is a digital archive of University of Strathclyde's Open Access research outputs. Strathprints provides access to thousands of Open Access research papers by University of Strathclyde researchers, including by researchers from the Department of Computer & Information Sciences involved in mathematically structured programming, similarity and metric search, computer security, software systems, combinatronics and digital health.

The Department also includes the iSchool Research Group, which performs leading research into socio-technical phenomena and topics such as information retrieval and information seeking behaviour.

Explore

Crisis of confidence : re-narrating the consumer-professional discourse

Laing, Angus and Newholm, Terry and Hogg, Gillian (2005) Crisis of confidence : re-narrating the consumer-professional discourse. Advances in Consumer Research, 32. pp. 514-521. ISSN 0098-9258

[img]
Preview
Text (strathprints004448)
strathprints004448.pdf - Accepted Author Manuscript

Download (65kB) | Preview

Abstract

The professional-consumer relationship in professional services has undergone unprecedented change. Relationships which were traditionally dominated by respect for professional status are in flux as increasingly educated consumers challenge the professional establishment. This paper considers the nature of the professional service consumer and the implications for professional service encounters. Based on qualitative interviews we identify four patterns of consumer-professional interaction, compliant, collaborative, confirmatory, and consumerist, which reflect the nature of the discourse between consumer and professional