Volume 3 (1998)


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.


Wolak, 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