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 (http://acrwebsite.org/volumes/9133/volumes/v32/NA-...)

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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

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• Item metadata

  Item type:	Article
  ID code:	4448
  Dates:	Date Event 2005 Published
  Subjects:	Social Sciences > Commerce > Marketing. Distribution of products
  Department:	Strathclyde Business School > Marketing
  Depositing user:	Strathprints Administrator
  Date deposited:	18 Nov 2007
  Last modified:	11 Nov 2024 08:44
  URI:	https://strathprints.strath.ac.uk/id/eprint/4448