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

Authors: Laing, Angus; Hogg, Gillian

Source: Journal of Customer Behaviour, Volume 7, Number 4, Winter 2008 , pp. 333-346(14)

Publisher: Westburn Publishers Ltd

Buy & download fulltext article:


Price: $25.61 plus tax (Refund Policy)


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The paper argues that within an increasingly information and communication rich environment such a conceptualisation is no longer valid.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


Document Type: Research Article


Publication date: December 1, 2008

More about this publication?
Related content



Free Content
Free content
New Content
New content
Open Access Content
Open access content
Subscribed Content
Subscribed content
Free Trial Content
Free trial content

Text size:

A | A | A | A
Share this item with others: These icons link to social bookmarking sites where readers can share and discover new web pages. print icon Print this page