Service Intangibility means that services cannot be seen SERVICES Intangibility Inseparability Variability Perishability Services cannot be. Four Major characteristics of services:1) Intangibility 2) Inseparability 3) Variability 4) Perishability Intangibility *Lack of tangible assets which. Free Powerpoint Templates Page 7 Service Characteristics Intangibility Inseparability Variability Perishability Can’t be seen, tasted, felt, heard, or smelled before.

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Services Marketing: Focus on Service Characteristics to Create Competitive Advantage

In services marketing, a service provider is the product. Services, on the other hand, are intangible.

I haven’t had much time these days to review journals i now also lack the access the academic databases. Thus, the field of services marketing needs a new paradigm so that it could remain relevant in the future, as well.

Essay UK – http: Itangibility are performances that cannot be stored.

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Homogeneity could also be achieved in services, such as entertainment and education. I guess am not going to need anthr reference to go thru, u’ve answrd all my questions.

Thus, these characteristics are not generic. In advanced economies services are produced and exchanged more than tangible products. Anonymous June 16, at 3: The shared responsibility was positively related with the emotion associated with the service exchange and that the emotion gave the customer perishabilith the loyalty felling towards the service firm.


When a client misses an appointment with his attorney, that time can never be recaptured. The management also should take into intangibliity about the globalization and keep in mind that the same service element will be perceived differently in different culture Hyder and Fregidou-Malama, However, all services have certain characteristics in common: Moreover, there are many standardized services, such as banking and transportation, which represent a strategy of mass customization, in which customers make selections from a variety of customized modules to create the service package that best suits their needs Vargo and Lusch, If the restaurant runs with an inflexible staffing model, expenses are the same each night.

These services are deliberately separated and are produced only in the absence of customers.

peishability Without doubt, services have grown dramatically in recent years, and are growing quickly in the world economy, becoming more and more important.

Bad service experience forces customers to switch the brand or the service provider in search for the one who provides them with satisfaction Michel et al. When the niseparability is steady, then service Perishability is not a problem but the service sector face a huge problem when the demand fluctuates Kotler et al.

Gummesson gives an even more serious example, showing the tangibility of some services – having a surgery at the hospital.

Characteristics of Services: What makes a Service so special?

The production of the services can’t be separated from its consumption. How do you ensure customer satisfaction? Inseparability character variabilith become complicated if the customers are not sure about what they need.


The intangibility of services causes some problems for marketers. Any orders placed during this time will be dealt with when we open again on 2nd January.

They do not require the presence and the participation of the customer in the service development process Lovelock and Gummesson, The interviews show how the customer relationship can be maintained by the behavior of the front line personnel. Services are variable and difficult to control.

Four Factors That Distinguish Services Marketing |

Premium pricing often suggests varixbility quality, while prices that are too low may hint at the inexperience, limited depth, or vague processes of the services producer. Friday, April 16, Service and the Characteristics of Service: A lot of services result in tangible outcomes not just for the customers, but also for their possessions.

So the service sector may train their staffs that provide service to help customer articulate their needs to select the appropriate services Davies, Services could also be inventoried – in machines and buildings Lovelock and Gummesson, September 6, 0.