An Investigation into Four Characteristics of ServicesRussell Wolak, Stavros Kalafatis and Patricia Harris
CitationWolak, R, Kalafatis, S and Harris, P (1998) "An Investigation into Four Characteristics of Services", Journal of Empirical Generalisations in Marketing Science, Vol 3, No.2
AbstractThis study replicated US-based research by Hartman and Lindgren on the extent to which consumers differentiate between products and services. In addition, Hartman and Lindgren investigated the importance of four chracteristics of serivces to consumers; intangibility, inseparability, heterogeneity and perishability. Hartman and Lindgren did not find that these four service characteristics were used by consumers when distinguishing between goods and services.
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