Searching for information in marketspace: does the form ‐ product or service ‐ matter? Available to Purchase

Posits that companies offering services that directly compete with products are particularly interested in whether the form of the offering ‐ service or product ‐ affects the behavior of consumers. Compares in two tightly designed and rigorously implemented experiments, consumers’ information search behavior for services that compete with products. Finds that: the critical difference between services and products is not that personal sources are used more for services but that impersonal sources are used less; there are similarities between products and services in search patterns; and with greater knowledge about the service, product and service search does not look very different. Finally discusses implications of these findings for managerial action.