TY - JOUR

T1 - Crisis of Confidence

T2 - Re-Narrating the Consumer-Professional Discourse

AU - Laing, Angus Wallace

AU - Newholm, Terry

AU - Hogg, Gillian

PY - 2005

Y1 - 2005

N2 - 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.

AB - 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.

M3 - Journal article

VL - 32

SP - 514

EP - 521

JO - Advances in Consumer Research

JF - Advances in Consumer Research

SN - 0915-5524

ER -