Perceptions of Services

Journal of Retailing and Consumer Services 10/1996; 3(4):195-212

18 Pages Posted: 22 Nov 2015 Last revised: 19 Feb 2016

See all articles by Dawn Iacobucci

Dawn Iacobucci

Vanderbilt University - Marketing; Vanderbilt University - Marketing

Amy Ostrom

Arizona State University (ASU)

Date Written: 1996

Abstract

Much recent research has examined the differences between goods and services, but less empirical work has been done investigating differences among services. In this paper, we focus solely on services: through the use of multidimensional scaling, subjects' perceptions are used to infer dimensions that are relevant to consumers in differentiating consumer services. Subjects rated the similarity between pairs of a variety of services, which ranged from simple services to professional services. Attributes of services discussed in the literature assisted interpretation of the dimensions. We suggest several theoretical conclusions, as well as managerial and educational implications.

Keywords: services, multidimensional scaling, perceptions, classification

Suggested Citation

Iacobucci, Dawn and Iacobucci, Dawn and Ostrom, Amy, Perceptions of Services (1996). Journal of Retailing and Consumer Services 10/1996; 3(4):195-212, Available at SSRN: https://ssrn.com/abstract=2693336

Dawn Iacobucci (Contact Author)

Vanderbilt University - Marketing ( email )

Nashville, TN 37203
United States

Vanderbilt University - Marketing ( email )

Nashville, TN 37203
United States

Amy Ostrom

Arizona State University (ASU) ( email )

Farmer Building 440G PO Box 872011
Tempe, AZ 85287
United States

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