Journal of Marketing Science ›› 2012, Vol. 8 ›› Issue (1): 95-110.

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Classifying TBSS from Consumers’ Perspective 

Yu Zhouting, Shu Huaying   

  1. Beijing University of Posts and Telecommunications
  • Online:2012-03-01 Published:2013-04-15

Abstract:

The classification of technology-based self-services (TBSS) is become an important issuse in the field of services marketing. Based on the traditional dimensions of classification, this paper adds other ones from the research of adoption,and selected eleven kinds of TBSS to investigate difference among services with empirial work. Through the use of multidimensional scaling, the perceptual space reveals that from customers’ view the classifications of TBSS are represented by two dimensions of delivery and interpersonal environment.

Key words: TBSS, Multidimensional Scaling, Consumers&rsquo, Perspective, Classification