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Cited by 811Customer Service Quality and LoyaltyConsumer Behavior and Marketing InfluenceConsumer Market Behavior and Pricing

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The impact of services versus goods on consumers’ assessment of perceived risk and variability

Murray, Keith B., Schlacter, John L.·1990·Journal of the Academy of Marketing Science
DOI 10.1007/bf02729762
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References 69 · Cited by 811

Research works printed but not linked: 22

  1. Aspinwall, Leo 1961:Four Marketing Theories. Boulder, CO: University of Colorado.
  2. Berry, Leonard L. 1984. “Services Marketing is Different.” InServices Marketing. Ed. Christopher H. Lovelock. Englewood Cliffs, NJ: Prentice-Hall.
  3. Brooker, George. 1984. “An Assessment of an Expended Measure of Perceived Risk.” InAdvances in Consumer Research, Vol. 11. Ed. Thomas C. Kinnear. Urbana, IL: Association for Consumer Research.
  4. Brown, James R. and Edward F. Fenn. 1981. “Goods vs. Services Marketing: A Divergent Perspective.” InConceptual and Theoretical Developments in Marketing. Eds. O.C. Ferrell, S.W. Brown, and C.W. Lamb, Jr. Chicago: American Marketing Association.
  5. Cook, Thomas and Donald Campbell. 1975. “The Design and Conduct of Experiments and Quasi-Experiments in Field Settings.” InHandbook of Industrial and Organizational Research, Ed. Marvin Dunnette. Chicago: Rand McNally & Company, 223–321.
  6. Eiglier, Pierre, and Eric Langeard. 1977. “A New Approach to Service Marketing.” InMarketing Consumer Services: New Insights, Eds. Pierre Eiglier, Eric Langeard, Christopher H. Lovelock, John E.G. Bateson, and Robert F. Young, Cambridge, MA: Marketing Science Institute, 33–58.
  7. Enis, Ben M. and Kenneth J. Roering. 1981. “Services Marketing: Different Products, Similar Strategy.” InMarketing of Services. Eds. James H. Donnelly and William R. George. Chicago: American Marketing Association, 1–4.
  8. George, William R., Marc G. Weinberger, Bennett Tsou, and J. Patrick Kelly. 1984. “Risk Perceptions: A Reexamination of Services Versus Goods.” InProceedings, Eds. Kline, David M. and Smith, Allen E. Boca Raton, FL: The Southern Marketing Association and Florida Atlantic University.
  9. Guseman, Dennis S. 1981. “Risk Perception and Risk Reduction in Consumer Services.” InMarketing of Services. Eds. James H. Donnelly and William R. George. Chicago: American Marketing Association, 200–204.
  10. Hollander, Stanley C. 1979. “Is There a Generic Demand for Services?”MSU Business Topics 3: 41–46.
  11. Langeard, Eric. 1983. “Service Marketing in Europe and the USA.” InEmerging Perspectives on Services Marketing. Eds. Leonard L. Berry, G. Lynn Shostack, and Gregory D. Upah. Chicago: American Marketing Association, 5–8.
  12. Levitt, Theodore. 1969. “Improving Sales Through Product Augmentation.”European Business 21: 5–12.
  13. Lewis, William F. 1976. An Empirical Investigation of the Relationship Between Services and Products in Terms of Perceived Risk. Unpublished dissertation. University of Cincinnati, OH.
  14. Lovelock, Christopher L. 1979. “Theoretical Contributions from Services and Nonbusiness Marketing.” InConceptual and Theoretical Developments in Marketing. Eds. O.C. Ferrell, S.W. Brown, and C.W. Lamb, Jr. Chicago: American Marketing Association, 147–163.
  15. — 1981. “Why Marketing Management Needs to Be Different for Services.” InMarketing Services, Eds. James H. Donnelly and William R. George. Chicago: American Marketing Association, 5–9.
  16. Nunnally, J.C. 1967.Psychometric Theory, New York: McGraw-Hill.
  17. — 1974. Marketing in the Services Sector, Cambridge, MA: Winthrop.
  18. Sasser, W. Earl. 1976. “Match Supply and Demand in Service Industries.”Harvard Business Review 54: 133–141.
  19. —. 1978. “The Service Marketing Frontier.” InAnnual Review of Marketing 1978. Ed. Gerald Zaltman. Chicago: American Marketing Association, 373–388.
  20. Uhl, Kenneth P. and Gregory D. Upah. 1983. “The Marketing of Services: Why and How Is It Different?” InResearch in Marketing, Vol. 6. Ed. Jagdish N. Sheth. Greenwich, CT: JAI Press, 231–257.
  21. Young, Robert F. 1981. “The Advertising of Consumer Services and the Hierarchy of Effects.” InMarketing of Services. Eds. James H. Donnelly and William R. George. Chicago: American Marketing Association, 196–199.
  22. Zeithaml, Valarie A. 1981. “How Consumer Evaluation Processes Differ Between Goods and Services.” InMarketing of Services. Eds. James H. Donnelly and William R. George. Chicago: American Marketing Association, 186–190.

Metadata

Authors
Murray, K. B., & Schlacter, J. L.
Affiliations
  • Northeastern University (US)
  • Arizona State University (US)
Venue
Journal of the Academy of Marketing Science
Publisher
Springer Science and Business Media LLC
Published
1990-12
Volume
18
Issue
1
Pages
51-65
ISSN
  • 0092-0703 (ISSN-L)
  • 1552-7824
DOI
10.1007/bf02729762
OpenAlex
W2118549410
Cited by
811
References
69
Citations by year
2026: 11 · 2025: 10 · 2024: 17 · 2023: 20 · 2022: 41 · 2021: 38 · 2020: 31 · 2019: 37 · 2018: 30 · 2017: 32 · 2016: 32 · 2015: 40 · 2014: 41 · 2013: 33 · 2012: 35
FWCI
6.57
Type
journal article
Language
en
Open access
closed
Licence
www.springer.com/tdm (tdm)
Locations
Journal of the Academy of Marketing Science (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Market Behavior and Pricing
Keywords
risk perception, perceived variability, consumer risk perception, service marketing, consumer behavior

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CoChat. (2026). Citation check: The impact of services versus goods on consumers’ assessment of perceived risk and variability. https://app.cochat.ai/papers/10.1007/bf02729762
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Murray, K. B., & Schlacter, J. L. (1990). The impact of services versus goods on consumers’ assessment of perceived risk and variability. Journal of the Academy of Marketing Science. https://doi.org/10.1007/bf02729762

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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

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