TY - JOUR

T1 - The professional service encounter in the age of the Internet

T2 - An exploratory study

AU - Hogg, G.

AU - Laing, A.

AU - Winkelman, D.

PY - 2003

Y1 - 2003

N2 - This paper considers the impact of the Internet on professional services, which are characterised by high levels of interpersonal interaction and where a significant component of the service product is information and expertise. For such services the Internet is primarily an accessible information resource, which has potential to fundamentally change the way in which consumers interact with service providers. The context for the research is healthcare, a professional service that has traditionally been characterised by an information asymmetry that has rested power in the hands of the professional. Based on interviews with healthcare professionals, Web site hosts and consumers, this paper considers the way in which consumers use the Internet to educate themselves about their condition and the consequent effect on the service encounter and the doctor/patient relationship. The findings indicate that patients are increasingly engaging in virtual, parallel service encounters that change the nature of the primary encounter and present challenges to professionals both in terms of relationships and their professional judgement. © 2003, MCB UP Limited

AB - This paper considers the impact of the Internet on professional services, which are characterised by high levels of interpersonal interaction and where a significant component of the service product is information and expertise. For such services the Internet is primarily an accessible information resource, which has potential to fundamentally change the way in which consumers interact with service providers. The context for the research is healthcare, a professional service that has traditionally been characterised by an information asymmetry that has rested power in the hands of the professional. Based on interviews with healthcare professionals, Web site hosts and consumers, this paper considers the way in which consumers use the Internet to educate themselves about their condition and the consequent effect on the service encounter and the doctor/patient relationship. The findings indicate that patients are increasingly engaging in virtual, parallel service encounters that change the nature of the primary encounter and present challenges to professionals both in terms of relationships and their professional judgement. © 2003, MCB UP Limited

KW - Professional services

KW - Internet

KW - Health service

U2 - 10.1108/08876040310486276

DO - 10.1108/08876040310486276

M3 - Journal article

VL - 17

SP - 476

EP - 494

JO - Journal of Financial Services Marketing

JF - Journal of Financial Services Marketing

SN - 1363-0539

IS - 5

ER -