Abstract
Uses services classification schemes to distinguish a professional service (doctors) from two nonprofessional services (photo finishers and dry cleaners). New residents to a community evaluate profiles for each of these service providers. Uses conjoint analysis to identify the relative importance of six attributes for each service in consumers’ decision making. As expected, finds differences in the use of attributes between the professional and the two nonprofessional services. Contrary to expectations, finds differences between the two nonprofessional services. Discusses managerial implications.
Original language | English (US) |
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Pages (from-to) | 91-104 |
Number of pages | 14 |
Journal | Journal of Services Marketing |
Volume | 11 |
Issue number | 2 |
DOIs | |
State | Published - Apr 1 1997 |
Externally published | Yes |
Keywords
- Consumers
- Decision making
- Professional service firms
ASJC Scopus subject areas
- Marketing