Differentiating consumers in professional services:Information empowerment and the emergence of the fragmented consumer

Laing, A. and Hogg, G. and Newholm, T. and Keeling, D. (2009) Differentiating consumers in professional services:Information empowerment and the emergence of the fragmented consumer. In: The Consumer in Public Services. Policy Press, Bristol, pp. 77-98. ISBN 9781847421807