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

Laing, Angus; Newholm, Terry and Hogg, Gillian (2005). Crisis of confidence: re-narrating the consumer-professional discourse. Advances in Consumer Research, 32 pp. 514–521.

URL: http://www.acrwebsite.org/volumes/display.asp?id=9...
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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
ISSN: 0098-9258
Academic Unit/Department: Open University Business School
Item ID: 1776
Depositing User: Users 12 not found.
Date Deposited: 08 Jun 2006
Last Modified: 02 Dec 2010 19:46
URI: http://oro.open.ac.uk/id/eprint/1776
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