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 … the authority of the professional establishment. Yet for consumers, the internet can equally be viewed as generating new …