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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The concept of the four unique characteristics of services is becoming even more inaccurate with the changes in the field and the advances in technology and communications. Just complete our simple order form and you could have your customised Marketing work in your email box, in as little as 3 hours. Process also becomes very important while delivering the service. University of Northampton, Thursday 10th December, Services, on the other hand, are intangible.

September 6, 0. Services are a special form of product which consists of activities, benefits or satisfactions offered for sale that are intangible and do not result in the ownership of anything. In the developed countries, the service sector contributes more to economic growth than any other. Another way to balance supply-demand issues is through the use of retainer agreements.

Services could also be inventoried in knowledge and people Lovelock and Gummesson, Journal of Service Management. Anonymous June 16, at 3: Such services are freight transportation, warehousing, laundry, cleaning, landscaping, and repair or maintenance of equipment and facilities. Just in time will help in the service sector making possible the accomplishment of benefits for them.

I haven’t had much time these days to review journals i now also lack the access the academic databases. This leads to two important factors. They can be delivered and redelivered many times without variations with the help of prerecorded performances. The staff may think that if the organization wants this much from me, why should I deliver more?


Services are first sold, then produced and consumed at exactly the same time. A product can, after production, be taken away from the producer.

For example, services cannot be patented and thus create problems for new product development Zeithaml et al. A lot of services result in tangible outcomes not just for the customers, but also for their possessions. Understanding the characteristics of services can provide a unique opportunity for services producers to improve business success by rethinking their pricing models and packaging options, improving production processes and client participation, enhancing customer focus, and building employee relationship skills.

Even when the user is not required to be at a location where the service is performed, users participate in every service production. The more your business relies on humans to provide services instead of automationthe more susceptible you are to variability.

Four Factors That Distinguish Services Marketing |

The four unique characteristics of services have been considered an underlying paradigm of services marketing for many years. Unlike the other three characteristics, perishability primarily is a concern of the service producer—the client is aware of this factor only when there is an insufficient supply and he has to wait for the service. Services could also be inventoried – in machines and buildings Lovelock and Gummesson, Any orders placed during this time will be dealt with when we open again on 2nd January.

Beaven and Scotti claim that services cannot be intangible because they result in tangible results. It’s been called “selling the invisible”—delivering intangible services as a core “product” offering. They found that the organization which strategy focuses on delivering service excellence was more successful.

The American Journal of Sociology. I appreciate your work. The use of customer testimonials and referrals is an excellent way to reduce the level of intangibility for your service. Medicine essays Miscellaneous essays Psychology essays Religious studies essays Science essays Sociology essays Essays menu. In one way we can see that as a service offered by David Yurman to their existing or potential customers.


For example, a CPA at tax time may have difficulty giving the same personalized attention as at other times of the year.

If the services are particularly time sensitive, demand-based pricing can be instituted as with airline tickets, seasonal vacations, or even a partner’s hourly fee structure. Can technology improve an aspect of your business?

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Manufactured goods tend to have automated processes and quality assurance procedures that result in inyangibility consistent product. Because it is critical to services delivery, the success of client interactions should be quantified, measured, and improved with regularity. For this reason, transport companies own much more equipment than they would if demand were even throughout the day: Management should carefully choose the vaiability side and supply side to manage the service effectively and efficiently.

If a car does not sell today, it can be stored and sold the following day or at some other inaeparability in the future. The customers were happy with the way the front line employees apologized and treated them after complaining about certain service.

Perishability is a characteristic of services, meaning that they cannot be inventoried for future use and that they should be consumed when they are produced. For example, in banking services when a customer pays a bill by writing a check that may not be processed until several days later. The Consumer Acquisition Process — How do