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

Journal of the Academy of Marketing Science. The pricing should also be kept simple and clear with no hidden charges for the customers Langford, Although the concept of intangibility is sometimes useful, it cannot be universally applied to all services during all stages of the service delivery Lovelock and Gummesson, That is customer also becomes partly responsible for the service that they receive Davies, Service businesses have unique characteristics that should be explored and understood when developing a marketing plan and competitive strategy.

They do not require the presence and the participation of the customer in the service development process Lovelock and Gummesson, Moreover, services are subjectively evaluated, both before purchase and after consumption Jobber, With promotions, a logo symbol can offer a sense of tangibility—the “good hands” of Allstate, the Merrill Lynch bull, the Prudential Insurance rock.

Service — Characteristics of Services. How do you deal with unhappy customers?

Characteristics of Services: What is a Service – And what makes it so special?

This is really very helpful summary. Advances in information technology and telecommunications, such as the Internet, make it possible to separate the customers from the production of perishahility information-based services. Another option for services marketing is to develop new characteristics of services that completely distinguish services from tangible goods so that the field of services marketing could be preserved and could remain relevant Fisk et al.


The selection, training, and rewarding of personnel who are the service providers is very important for achieving high standards inseparabiligy service quality. The shared responsibility was positively related with the emotion associated with the service exchange and that the emotion gave the customer with the loyalty felling towards the service firm.

In times of recession, David Yurman New York was offering a glass of champagne to customers who walked into their store New York Times, It cannot be said that all services have each of the four characteristics. Staffs become aware about their responsibility and act accordingly.

In other words, products have tangible qualities that provide information to consumers so they can easily compare one product to another. International Journal of Service Industry Management.

Restaurants being a small business ignore to provide training to their staffs because of the cost and resources. Thus, another option for the development of services marketing is to distinguish among different types of services and not to look at services as a general category. Improvements in service quality and automation help in achieving homogeneity in the delivery of services such as freight transportation, house painting, oil changing for cars, dry cleaning of clothes, and warehousing of standardized parts Lovelock and Gummesson, Inseparbaility of the other reasons is that mostly services staff are the students who are looking for a part variabiligy job and that serving is not their future job but just something to earn living.


General Management – Four Factors That Distinguish Services Marketing : MarketingProfs Article

Economic Value Estimation — How to estimate Economic Services marketing professionals particularly can overcome variability by developing special service packages. When promoting services, marketers can overcome client concern about service consistency in two ways—through inseparabllity introductions and through positive referrals. I will also provide some tips for dealing with the challenges inherent in each characteristic. The management should closely look at the seven marketing mix of the services described above.

The use of reliable equipment and technology rather than human labor could also help in achieving standardization Jobber, If you have employees, training inseparabiljty essential. However, there are important exceptions to this characteristic of services. In advanced economies services are produced and exchanged more than tangible products. Physical evidence and Presentation has been taken into consideration by many service provider companies to demonstrate the service quality, thus reducing the intangibility.

Evaluation systems should be developed that allow customers to report on their experiences with staff Zeithaml et al.