Characteristics of services: A new approach uncovers their value

• Main Author: MOELLER, Sabine
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2010
• Subjects: Customers; Intangible assets; Integration; Services; Marketing; Sales and Merchandising
• Online Access: https://ink.library.smu.edu.sg/lkcsb_research/7527; https://ink.library.smu.edu.sg/context/lkcsb_research/article/8526/viewcontent/MoellerJSM_av.pdf
• Institution: Singapore Management University

Purpose: Four characteristics have been regularly applied to services: intangibility, heterogeneity, inseparability, perishability (IHIP). More and more exceptions occur which have resulted in substantial criticism. This paper aims to show that each characteristic is valid and useful when related to...