How do we measure the intangible? Overcoming the measurement challenge in services

Banerji, Diptiman, Ramasundaram, Aishwarya, Sreejesh, S, Shukla, Yupal S and Chatterjee, Ravi (2023) How do we measure the intangible? Overcoming the measurement challenge in services. International Journal of Consumer Studies. ISSN 1470-6431 (In Press)

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Abstract

Measuring service tangibility and intangibility aspects has been an interest to service researchers. While the Likert rating scale has been widely employed for measuring mental intangibility or its dimensions, it is not free from issues such as different anchoring, that is, the same words pointing to different attitudes and understanding for different individuals. The present study proposes the usefulness of a discrete choice experiment (DCE), where respondents are asked the same questions (i.e., items) and are presented with a scale while dichotomizing the possible responses for each scale item. We show that our proposed method is accurate and generalizable across contexts and samples through multiple studies. The DCE method gives managers a better way to measure intangibility or similar service constructs like service quality, which can help them manage their service offerings and make customers happier.

Item Type: Article
Keywords: DCE | Intangibility | Measurement | Mental Intangibility | Services
Subjects: Social Sciences and humanities > Business, Management and Accounting > General Management
JGU School/Centre: Jindal Global Business School
Depositing User: Amees Mohammad
Date Deposited: 30 Jun 2023 00:40
Last Modified: 30 Jun 2023 00:40
Official URL: https://doi.org/10.1111/ijcs.12965
URI: https://pure.jgu.edu.in/id/eprint/6251

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