A Three-Dimensional Scale of Intangibility

Journal of Service Research

Volumn 4, Issue 1, 2001, Pages 26-38

  Laroche, Michel ^a   Bergeron, Jasmin ^a   Goutaland, Christine ^a  

^a Gina Cody School of Engineering and Computer Science

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84990386141     PISSN: 10946705     EISSN: None     Source Type: Journal    
DOI: 10.1177/109467050141003     Document Type: Article

References (31)

1. Bateson, John E.G. (1979), “Why We Need Service Marketing,” in Conceptual and Theoretical Developments in Marketing, O. C. Ferrell, S. W. Brown, and C. W. Lamb, eds. Chicago: American Marketing Association, 131-146.
2. Bebko, Charlene (2000), “Service Intangibility and Its Impact on Consumer Expectation of Service Quality,” Journal of Services Marketing, 14 (1), 9-26.
3. Bentler, P. M. (1992), EQS: Structural Equations Program Manual. Los Angeles: BMDP statistical software.
4. Bentler, P. M. and D. G. Bonett (1980), “Significance Tests and Goodness-of-Fit in the Analysis of Covariance Structures,” Psychological Bulletin, 88, 588-606.
5. Berry, Leonard L. (1980), “Services Marketing Is Different,” Business, 30 (May-June), 16-23.
6. Berry, Leonard L. and Terry Clark (1986), “Four Ways to Make Services More Tangible,” Business, 36 (October), 53-54.
7. Bitner, Mary J. (1992), “Servicescapes: The Impact of Physical Surroundings on Consumers and Employees,” Journal of Marketing,56 (April), 57-71.
8. Bitner, Mary J. and Valarie A. Zeithaml (1988), “Fundamentals in Services Marketing,” in Proceedings: Add Value to Your Service, 6th Annual Services Marketing Conference, C. Surprenant, ed. New York: New York University, 7-11.
9. Breivik, Einar, Sigurd V. Troye, and Ulf H. Olsson (1998), “Dimensions of Intangibility and Their Impact on Product Evaluation,” working paper presented at the annual conference (October) of the Association for Consumer Research, Montreal, Canada.
10. Byrne, B. (1994), Structural Equation Modeling with EQS and EQS/Windows. Thousand Oaks, CA: Sage.
11. Dubé, Laurette, Dennis T. Regan, and Bernd H. Schmitt (1990), “The Cognitive Representation of Services Varying in Concreteness and Specificity,” in Advances in Consumer Research, Vol. 17, Marvin E. Goldberg, Gerald Gorn, and Richard W. Pollay, eds. Provo, UT: Association for Consumer Research, 861-865.
12. Finn, Adam (1985), “A Theory of the Consumer Evaluation Process for New Product Concepts,” Research in Consumer Behavior, 1, 35-65.
13. Fornell, C. and D. F. Larcker (1981), “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,” Journal of Marketing Research, 18 (February), 39-50.
14. Freiden, Jon, Ronald Goldsmith, Scott Takacs, and Charles F. Hofacker (1998), “Information as a Product: Not Goods, Not Services,” Marketing Intelligence and Planning, 16 (Fall), 210-220.
15. Grönroos, C. (1998), “Marketing Services: The Case of a Missing Product,” Journal of Business and Industrial Marketing, 13 (4/5), 322-338.
16. Hirschman, Elizabeth C. (1980), “Attributes of Attributes and Layers of Meaning,” in Advances in Consumer Research, Vol. 7, Jerry C. Olson, ed. Provo, UT: Association for Consumer Research, 7-12.
17. Jöreskog, K. G., and D. Sörbom (1988), LISREL 7. A Guide to the Program and Its Application. Chicago: SPSS.
18. Kotler, Philip, John Bowen, and James Makens (1999), Marketing for Hospitality and Tourism. Upper Saddle River, NJ: Prentice Hall.
19. Levitt, Theodore (1981), “Making Intangible Products and Products Tangibles,” Harvard Business Review, 59 (May-June), 94-102.
20. Lovelock, Christopher H. (2001), Services Marketing: People, Technology, Strategy. Upper Saddle River, NJ: Prentice Hall.
21. McDougall, Gordon H.G. (1987), “Determinants of Ease of Evaluation: Products and Services Compared,” Canadian Journal of Administrative Sciences, 4 (Winter), 426-446.
22. McDougall, Gordon H.G. and Douglas W. Snetsinger (1990), “The Intangibility of Services: Measurement and Competitive Perspectives,” Journal of Services Marketing, 4 (Fall), 27-40.
23. Mitchell, V. W. and M. Greatorex (1993), “Risk Perception and Reduction in the Purchase of Consumer Services,” Service Industries Journal, 13 (October), 179-200.
24. Murray, K. B. and J. L. Schlacter (1990), “The Impact of Services versus Goods on Consumer’s Assessment of Perceived Risk and Variability,” Journal of the Academy of Marketing Science, 18 (1), 51-65.
25. Newcomb, M. D., G. T. Huba, and P. M. Bentler (1986), “Determinants of Sexual and Dating Behaviors among Adolescents,” Journal of Personality and Social Psychology, 50, 428-438.
26. Quinn, Robert and Robert S. Duboff (1988), “Customer-Driven Marketing,” in Proceedings: Add Value to Your Service, 6th Annual Services Marketing Conference, C. Surprenant, ed. New York: New York University, 111-112.
27. Rathmell, John M. (1974), Marketing in the Service Sector. Cambridge, MA: Winthrop.
28. Rust, Roland T., A. J. Zahorik, and T. L. Keiningham (1996), Service Marketing. New York: HarperCollins.
29. Scott, Linda M. (1994), “Images in Advertising: The Need for a Theory of Visual Rhetoric,” Journal of Consumer Research, 21 (September), 252-273.
30. Shostack, G. Lynn (1977), “Breaking Free from Product Marketing,” Journal of Marketing, 41 (April), 73-73.
31. Zeithaml, V. A. and M. J. Bitner (2000), Services Marketing: Integrating Customer Focus across the Firms. New York: McGraw-Hill.