Perceptions of services

Dawn Iacobucci, Amy Ostrom

Research output: Contribution to journalArticlepeer-review

24 Scopus citations


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.

Original languageEnglish (US)
Pages (from-to)195-212
Number of pages18
JournalJournal of Retailing and Consumer Services
Issue number4
StatePublished - Oct 1996
Externally publishedYes


  • Classification
  • Multidimensional scaling
  • Perceptions
  • Services

ASJC Scopus subject areas

  • Marketing


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