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Is “proof” the Eighth “P” of Service? A Conceptual Model and Propositions

Subhadip Roy and Y.L.R. Moorthi
Journal Name
Services Marketing Quarterly
Journal Publication
others
Publication Year
2017
Journal Publications Functional Area
Marketing
Publication Date
Vol. 38, Issue 4, 2017, Pg. 213-225
Abstract

The article aims at making a conceptual contribution to services marketing literature by proposing an eighth “P” called “proof.” Proof is a simple operational measure or an intuitive indicator that helps the customer quickly assess the efficacy of a service. The article discusses services marketing literature and develops propositions that underscore the importance of proof as the eighth P. When proof is provided about a service to the customer, it affects all service outcomes (i.e., service evaluation, purchase intent, customer satisfaction, and repurchase intent). Though conceptual, the article provides practical implications as well.

Is “proof” the Eighth “P” of Service? A Conceptual Model and Propositions

Author(s) Name: Subhadip Roy and Y.L.R. Moorthi
Journal Name: Services Marketing Quarterly
Volume: Vol. 38, Issue 4, 2017, Pg. 213-225
Year of Publication: 2017
Abstract:

The article aims at making a conceptual contribution to services marketing literature by proposing an eighth “P” called “proof.” Proof is a simple operational measure or an intuitive indicator that helps the customer quickly assess the efficacy of a service. The article discusses services marketing literature and develops propositions that underscore the importance of proof as the eighth P. When proof is provided about a service to the customer, it affects all service outcomes (i.e., service evaluation, purchase intent, customer satisfaction, and repurchase intent). Though conceptual, the article provides practical implications as well.