An
Investigation into Four Characteristics of
Services
Russell
Wolak, Stavros Kalafatis and Patricia Harris (1998),
Journal of Empricial Generalisations in Marking Science,
Vol. 3
Abstract
This 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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Journal of Empirical Generalisations in Marketing Science
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