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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For example the students present in the class may also be responsible for the efficiency of the lecture given. This leads to difficulty in achieving standardization and quality control in services, and results in a greater perceived risk by customers when purchasing services in comparison to purchasing goods Edgett and Parkinson, In some cases, consumption of benefits actually precedes production Lovelock and Gummesson, If you provide your services at one location e.

However, this is not the case in machine-intensive services in comparison to labor-intensive services, as the use of equipment and technology eliminates physical factors that cause variations.

These services are performed in the customer’s absence as by purchasing them customers avoid on purpose performing or being involved in such tasks.

They can be delivered and redelivered many times without variations with the help of prerecorded performances. Kotabe and Murray found that the inseparability of services performed by pure service providers was significantly higher than of the non pure service providers and argued that because of the technological advancement, some service activities could be made separable.

The objective is to maintain client trust; so shifting blame, explaining it away, or ignoring it can further damage the relationship. For instance, airline passengers have nothing but a ticket and a promise that they will arrive at a certain time at a certain destination. The original contact person is the one who reduced risk for the variwbility when someone else delivers the service, the client may become agitated or wary. The customer has certain expectation of the quality of the service and the provider determines how the customers perceive quality and there is always a mismatch between perishaility two.


Along with inseparability, variability, and perishability, these four characteristics affect the way clients behave during the buying process and the way organizations must interact with them. This leads to two important factors. The staff may think that if the organization wants this much from me, why should I deliver more? Moreover, services are subjectively evaluated, both before purchase and after consumption Jobber, Potential client interaction problems can be minimized through adequate training, empowering employees to make more customer-focused decisions, and rewarding them for positive customer-oriented behavior.

Essay UK offers professional custom essay writing, dissertation writing and coursework writing service. These services are deliberately separated and are produced only in the absence of customers. McDonald’s perishzbility an example of consistency. Inseparability involves the simultaneous production and consumption which characterizes most services. Management should carefully choose the demand side and supply side to manage the service effectively and efficiently.

Characteristics of Services: What makes a Service so special?

What is a service, and what distinguishes a service from a product? Examples include repair and maintenance services, cleaning and laundry services, etc.

For example, in banking services when a customer pays a ineparability by writing a check that may not be processed until several days later. Journal of Consumer Marketing. Anonymous May 9, at Perishability means that services cannot be inventoried and saved for use in the future Zeithaml et al.

Their ability to deliver on the brand promise affects business success.

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Moreover, there are a lot of examples that prove that the four unique characteristics of services fail to adequately and uniformly distinguish them from tangible goods Lovelock and Gummesson, They could be inventoried by recording the live performances for later reuse through broadcasting or by transforming them into a reusable good in the form of CDs, DVDs, tapes, or other storage media for later resale.


Rather they are based on practical experience and observations Edvardsson et al. In the past, marketing was considered to be predominantly about tangible goods and products. Now that you have this information, turn perishabiluty or more of these service characteristics into a competitive advantage for your business. perishavility

To manage distribution and pricing perishaiblity in the face of inseparability, the marketing professional can identify the level of inseparbaility that the client requires and the company can support. As you explore the unique characteristics of your service business, do not become overwhelmed by the challenges they present. Staying in a hotel is an experience that could also be sensed through one or more of the customer’s five senses. Perishability means that services cannot be stored for later sale or use.

The automated teller machine is a store of cash.

The four unique characteristics of marketing – Free Marketing Essay – Essay UK

I haven’t had much time these days vaeiability review journals i now also lack the access the academic databases. It’s been called “selling the invisible”—delivering intangible services as a core “product” offering.

Even the least competent Medical professionals could give the patience with high level of satisfaction by paying careful attention to other periehability of the service encounter Sargeant, International Journal of Service Industry Management.