Laing, Angus; Newholm, Terry; Hogg, Gill - In: Journal of Service Management 20 (2009) 2, pp. 227-245
Purpose – The internet driven information revolution is frequently cited as one of the key drivers (re‐)shaping contemporary consumption. In particular, the internet has been seen as disrupting established conventions in professional services. Popularly, it has been viewed as a liberating...