D. Extending the services research agenda

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