Crisis of Confidence:Re-Narrating the Consumer-Professional Discourse

Laing, Angus Wallace 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 0915-5524

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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:
Journal Article
Journal or Publication Title:
Advances in Consumer Research
ID Code:
89867
Deposited By:
Deposited On:
24 Jan 2018 14:26
Refereed?:
Yes
Published?:
Published
Last Modified:
23 Jul 2020 03:25