Home > Research > Publications & Outputs > Re-conceptualising the professional service enc...

Research

Links

Text available via DOI:

Keywords

View graph of relations

Re-conceptualising the professional service encounter: information empowered consumers and service relationships

Research output: Contribution to Journal/Magazine › Journal article › peer-review

Published

Standard

Re-conceptualising the professional service encounter: information empowered consumers and service relationships. / Laing, Angus Wallace; Hogg, Gillian.
In: Journal of Customer Behaviour, Vol. 7, No. 4, 01.12.2008, p. 333-336.

Research output: Contribution to Journal/Magazine › Journal article › peer-review

Harvard

Laing, AW & Hogg, G 2008, 'Re-conceptualising the professional service encounter: information empowered consumers and service relationships', Journal of Customer Behaviour, vol. 7, no. 4, pp. 333-336. https://doi.org/10.1362/147539208X386860

APA

Laing, A. W., & Hogg, G. (2008). Re-conceptualising the professional service encounter: information empowered consumers and service relationships. Journal of Customer Behaviour, 7(4), 333-336. https://doi.org/10.1362/147539208X386860

Vancouver

Laing AW, Hogg G. Re-conceptualising the professional service encounter: information empowered consumers and service relationships. Journal of Customer Behaviour. 2008 Dec 1;7(4):333-336. doi: 10.1362/147539208X386860

Author

Laing, Angus Wallace ; Hogg, Gillian. / Re-conceptualising the professional service encounter : information empowered consumers and service relationships. In: Journal of Customer Behaviour. 2008 ; Vol. 7, No. 4. pp. 333-336.

Bibtex

@article{274e9d643c714928b92969b670807ba3,
title = "Re-conceptualising the professional service encounter: information empowered consumers and service relationships",
abstract = "The service encounter is a central construct in services marketing theory. Conventionally the service encounter has been presented as a dyadic process of interaction between the consumer and the service provider. The paper argues that within an increasingly information and communication rich environment such a conceptualisation is no longer valid. Rather it is necessary to set the service encounter within a broader network of interactions with other service providers and consumers in which the consumer may engage while utilising a given service. Such parallel consumer interactions increasingly occur within the virtual environment of the Internet. The emergence of these {"}virtual parallel service encounters{"} has significant implications for the management of the primary service encounter and the marketing of professional services more generally",
keywords = "Consumers, Information, Internet, Service Encounter",
author = "Laing, {Angus Wallace} and Gillian Hogg",
year = "2008",
month = dec,
day = "1",
doi = "10.1362/147539208X386860",
language = "English",
volume = "7",
pages = "333--336",
journal = "Journal of Customer Behaviour",
issn = "1475-3928",
publisher = "Westburn Publishers",
number = "4",

}

RIS

TY - JOUR

T1 - Re-conceptualising the professional service encounter

T2 - information empowered consumers and service relationships

AU - Laing, Angus Wallace

AU - Hogg, Gillian

PY - 2008/12/1

Y1 - 2008/12/1

N2 - The service encounter is a central construct in services marketing theory. Conventionally the service encounter has been presented as a dyadic process of interaction between the consumer and the service provider. The paper argues that within an increasingly information and communication rich environment such a conceptualisation is no longer valid. Rather it is necessary to set the service encounter within a broader network of interactions with other service providers and consumers in which the consumer may engage while utilising a given service. Such parallel consumer interactions increasingly occur within the virtual environment of the Internet. The emergence of these "virtual parallel service encounters" has significant implications for the management of the primary service encounter and the marketing of professional services more generally

AB - The service encounter is a central construct in services marketing theory. Conventionally the service encounter has been presented as a dyadic process of interaction between the consumer and the service provider. The paper argues that within an increasingly information and communication rich environment such a conceptualisation is no longer valid. Rather it is necessary to set the service encounter within a broader network of interactions with other service providers and consumers in which the consumer may engage while utilising a given service. Such parallel consumer interactions increasingly occur within the virtual environment of the Internet. The emergence of these "virtual parallel service encounters" has significant implications for the management of the primary service encounter and the marketing of professional services more generally

KW - Consumers

KW - Information

KW - Internet

KW - Service Encounter

U2 - 10.1362/147539208X386860

DO - 10.1362/147539208X386860

M3 - Journal article

VL - 7

SP - 333

EP - 336

JO - Journal of Customer Behaviour

JF - Journal of Customer Behaviour

SN - 1475-3928

IS - 4

ER -