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

Hogg, Gillian M. and Laing, Angus and Newholm, Terry (2005) Crisis of confidence: Re-narrating the consumer-professional discourse. Advances in Consumer Research, 32 (1). pp. 514-521. ISSN 0098-9258

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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

Item type: Article
ID code: 4448
Keywords: consumer relationships, professional service consumer, consumer-professional interaction, marketing, Marketing. Distribution of products, Economics and Econometrics, Applied Psychology, Marketing
Subjects: Social Sciences > Commerce > Marketing. Distribution of products
Department: Strathclyde Business School > Marketing
Depositing user: Strathprints Administrator
Date Deposited: 18 Nov 2007
Last modified: 21 May 2015 09:41
URI: http://strathprints.strath.ac.uk/id/eprint/4448

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