Lovelock and Gummesson (2004): In addition to the four characteristics (intangibility, heterogeneity, inseparability and perishability) that differentiate services from goods, these researchers suggest that the pattern of ownership is different.
Otago extensions
Beyond e-services, as Rust and Kannan (2003)
Are product services relevant?
Product services: from a service supporting the product to a service supporting the client
Author: Mathieu V.
Source: The Journal of Business and Industrial Marketing, Volume 16, Number 1, 2001, pp. 39-61(23)
Standardized IT
Journal of Service Research 2003; 6; 162
Ad de Jong, Ko de Ruyter and Jos Lemmink
The Adoption of Information Technology by Self-Managing Service Teams
Self-service technologies
Journal of Service Research 2003; 5; 209
James M. Curran, Matthew L. Meuter and Carol F. Surprenant
Intentions to Use Self-Service Technologies: A Confluence of Multiple Attitudes
Self-service customer loyalty
Journal of Service Research 2001; 4; 79
Fred Selnes and Håvard Hansen
The Potential Hazard of Self-Service in Developing Customer Loyalty
Network pricing
Journal of Service Research 2001; 4; 3
Gila E. Fruchter and Ram C. Rao
Optimal Membership Fee and Usage Price Over Time for a Network Service
Purchase frequency
Journal of Service Research 2006; 8; 372
Anita D. Bhappu and Ulrike Schultze
Self-Service Technology
The Role of Relational and Operational Performance in Business-to-Business Customers’ Adoption of
Extends SD logic
Creating value-in-use through marketing
interaction: the exchange logic of relating,
communicating and knowing
David Ballantyne
Richard J. Varey