 Current research interests
Currently Professor of Management and Head of School at the School of Business and Management at the University of Glasgow, he previously held the Beneficial Bank Chair of Marketing at the Open University Business School where he was Director of Research. Research interests centre on the consumption and delivery of professional services in contemporary societies. As part of this activity he is leading an Economic and Social Research Council funded study of the impact of the information revolution on service consumption and a major Department of Health project on patient use of e-health services. Previous work has been funded by the Department of Trade and Industry in the UK, the NHS, the Royal Pharmaceutical Society and a range of private sector organisations including HSBC and Liberty Mutual. Has published extensively on issues of service consumption and management across public and private sectors in a range of academic and professional journals in both Europe and the United States as well as contributing to texts on services marketing and consumption. This research activity is complemented by an extensive range of management development and consultancy work undertaken with a range of public and private sector organisations.
Qualifications- 1998 PhD
- 1990 MA (Distinction)
- 1989 MBA
- 1986 BA (Hons) (1st Class)
Selected publications- Laing, A W, Harris, F and Mekonnen, A (2008) “Linking products to a cause or affinity group: Does this really make them more attractive to consumers?” European Journal of Marketing Vol.42 (In Press)
- Lian, P and Laing, A W (2007) “Relationships in the Purchasing of Business Services: The Role of Personal Relationships”. Industrial Marketing Management (In Press)
- van Dijk, G, Minocha, S and Laing, A W (2007) “Consumers, Channels and Communication: Online and Offline Communication in Service Consumption”, Interacting With Computers, Vol.19, No.1, pp.7-19.
- Newholm, T J, Laing, A W and Hogg, G (2006) “Assumed Empowerment: Consuming Professional Services in the Knowledge Economy” European Journal of Marketing Vol.40, No.9/10, pp.994-1012.
- Laing, A W, Newholm, T J and Hogg, G (2005) “Regulating in the Information Society” Consumer Policy Review, Vol.16, No.6, pp.122-128
- Laing, A W, Newholm, T J and Hogg, G (2005) “Crisis of Confidence: Re-narrating the Consumer-Professional Discourse” Advances in Consumer Research, Vol.32
- Laing, A W and Lian, P (2005) “Inter-organisational Relationships in Professional Services: Towards a Typology of Service Relationships” Journal of Services Marketing, Vol.19, No.2, pp.114-127.
- Lian, P and Laing, A W (2004) “The Role of Professional Expertise in the Purchasing of Health Services” Health Services Management Research, Vol.17, pp.110-120
- Laing, A W and Hogg, G (2004) “Health Care and the Information Revolution: Re-Configuring the Health Care Service Encounter” Health Services Management Research, Vol.17, pp.188-199
- Hogg, G; Laing, A W and Newholm, T J (2004) “Talking Together: Exploring Consumer Communities and Healthcare”, Advances in Consumer Research, Vol.31, pp.67-74
- Laing, A W (2003) “Towards a Typology of Public Sector Marketing”, Marketing Theory, Vol. 3, No.4, pp.19-36.
- Thomson, L and Laing A W (2003) “The Net Generation: Children, the Internet and Family Purchasing”, Journal of Marketing Management” Vol.19, No.4, pp.491-512.
- Laing, A W (2002) “Service Re-engineering in Health Care: Professional Attitudes to Change”, Health Services Management Research, Vol.15, No.3, pp.77-95.
- Laing, A W and Hogg, G (2002) “Political Exhortation, Patient Expectation and Professional Execution: Perspectives on the Consumerisation of Health Care”. British Journal of Management, Vol. 13, No.2, pp173-188.
- Laing, A W; Lewis, B; Foxall, G and Hogg, G (2002) “Predicting a Diverse Future: Directions and Issues in the Marketing of Services” European Journal of Marketing, Vol.36, No.4, pp.479-494.
- Laing, A W & McKee, L (2001) “Willing Volunteers or Unwilling Conscripts? Professionals and Marketing in Service Organisations” Journal of Marketing Management, Vol.17, pp.559-576.
- Laing, A W & McKee, L (2000) “Structuring the Marketing Function in Professional Service Organisations” European Journal of Marketing, Vol.34, No.5/6, pp. 576-597.
Current & Recent Research Grants - NHS Service Delivery and Organisation (2006-2009) ‘’Patients, Professionals and The Internet: Renegotiating the Healthcare Encounter’’ Lead Investigator
- ESRC Impact Grant (2007) “Managing Knowledgeable Clients: The Impact of Internet Informed Legal Clients on Professional Practice” Lead Applicant - Professor G Hogg (University of Strathclyde) £41000
- SFC: SRDG Feasibility Grant (2007-8) “E-Health: Addressing Evaluation, Implementation and Integration” Lead Applicant – Professor F Mair (University of Glasgow) £98000
- Academy of Marketing (2004-5) “Self-Service Technology – Losing Control of the Service Encounter”. With Ms Linda Ward (OUBS) and Dr F Harris (OUBS)
- Economic and Social Research Council (2003-5) “Consuming Services in the Knowledge Society: The Internet and Consumer Culture”. With Professor G Hogg (University of Strathclyde)
- HFC Bank (2003-4) “Defining Consumer Affinity Relationships in Financial Services”. With Dr F Harris (OUBS)
- Department of Trade and Industry (2002-4) “Developing the Marketing Capacity of High Technology Service Firms”
- Royal Pharmaceutical Society (2002-3) “Process of Innovation in Community Pharmacy”. Lead Grantholder - Professor C Bond (University of Aberdeen)
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