The professional service encounter in the age of the Internet: an exploratory study

G.M. Hogg, S.A. Laing, D. Winkelman

Research output: Contribution to journalArticle

28 Citations (Scopus)

Abstract

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.
LanguageEnglish
Pages476-494
Number of pages18
JournalJournal of Services Marketing
Volume17
Issue number5
DOIs
Publication statusPublished - 2005

Fingerprint

Service encounter
Exploratory study
World Wide Web
Professional services
Healthcare
Expertise
Interaction
Web sites
Information asymmetry
Information resources
Doctor-patient relationship
Service provider
Professional judgment

Keywords

  • health service
  • internet
  • professional services
  • consumers

Cite this

Hogg, G.M. ; Laing, S.A. ; Winkelman, D. / The professional service encounter in the age of the Internet: an exploratory study. In: Journal of Services Marketing. 2005 ; Vol. 17, No. 5. pp. 476-494.
@article{c791a8955c314ffe8f4b6242db99f599,
title = "The professional service encounter in the age of the Internet: an exploratory study",
abstract = "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.",
keywords = "health service, internet, professional services, consumers",
author = "G.M. Hogg and S.A. Laing and D. Winkelman",
year = "2005",
doi = "10.1108/08876040310486276",
language = "English",
volume = "17",
pages = "476--494",
journal = "Journal of Services Marketing",
issn = "0887-6045",
publisher = "Emerald Publishing Limited",
number = "5",

}

The professional service encounter in the age of the Internet: an exploratory study. / Hogg, G.M.; Laing, S.A.; Winkelman, D.

In: Journal of Services Marketing, Vol. 17, No. 5, 2005, p. 476-494.

Research output: Contribution to journalArticle

TY - JOUR

T1 - The professional service encounter in the age of the Internet: an exploratory study

AU - Hogg, G.M.

AU - Laing, S.A.

AU - Winkelman, D.

PY - 2005

Y1 - 2005

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.

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.

KW - health service

KW - internet

KW - professional services

KW - consumers

UR - http://dx.doi.org/10.1108/08876040310486276

U2 - 10.1108/08876040310486276

DO - 10.1108/08876040310486276

M3 - Article

VL - 17

SP - 476

EP - 494

JO - Journal of Services Marketing

T2 - Journal of Services Marketing

JF - Journal of Services Marketing

SN - 0887-6045

IS - 5

ER -