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The Impact of the Internet on Professional Relationships: The Case of Health Care

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  • Angus Laing
  • Gillian Hogg
  • Dan Winkelman

Abstract

This paper considers the impact of the internet on professional services, specifically healthcare services which have been characterised as asymmetrical in information and power distribution. For complex professional services the internet is primarily an information resource offering perceived parity with professionals. Based on interviews with healthcare professionals and website managers, this paper considers how professionals perceive the internet to be changing patterns of professional--consumer interaction and the nature of professional--consumer relationships. Manifest at service encounter level and health policy level, professionals perceived the evolving parameters of the consumer role to be generating a requirement for a fundamental revision of models of service delivery and professional roles.

Suggested Citation

  • Angus Laing & Gillian Hogg & Dan Winkelman, 2005. "The Impact of the Internet on Professional Relationships: The Case of Health Care," The Service Industries Journal, Taylor & Francis Journals, vol. 25(5), pages 675-687, July.
    • Handle: RePEc:taf:servic:v:25:y:2005:i:5:p:675-687
    DOI: 10.1080/02642060500101021
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    Cited by:

    1. Carolina Barrios Laborda & Dayana Pinzón Callejas, 2016. "Salud y el uso de Internet: Un estudio de la relación médico-paciente," Revista Economía y Región, Universidad Tecnológica de Bolívar, vol. 10(2), pages 219-240, December.

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