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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
    Subjects: Social Sciences > Commerce > Marketing. Distribution of products
    Department: Strathclyde Business School > Marketing
    Related URLs:
      Depositing user: Strathprints Administrator
      Date Deposited: 18 Nov 2007
      Last modified: 18 Jul 2013 10:01
      URI: http://strathprints.strath.ac.uk/id/eprint/4448

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