An exploratory investigation of consumer decision making for selected professional and nonprofessional services

Richard Ettenson, Kathryn Turner

Research output: Contribution to journalArticle

15 Citations (Scopus)

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 languageEnglish (US)
Pages (from-to)91-104
Number of pages14
JournalJournal of Services Marketing
Volume11
Issue number2
DOIs
StatePublished - Apr 1 1997
Externally publishedYes

Fingerprint

Consumer decision making
Doctors
Classification schemes
Relative importance
Professional services
Residents
Conjoint analysis
Service provider

Keywords

  • Consumers
  • Decision making
  • Professional service firms

ASJC Scopus subject areas

  • Marketing

Cite this

An exploratory investigation of consumer decision making for selected professional and nonprofessional services. / Ettenson, Richard; Turner, Kathryn.

In: Journal of Services Marketing, Vol. 11, No. 2, 01.04.1997, p. 91-104.

Research output: Contribution to journalArticle

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