Choosenick. Notes and observations on service design, as well as other interesting things/thinking. By Nick Marsh.

Peer Insight Service Innovation Methods (and Jobs) »« IDEO Forum for the Future Local Government Innovation
picture-3duk.png "This study replicates 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 characteristics of services to consumers; intangibility, inseparability, heterogeneity and perishability... Our results challenge those of Hartman and Lindgren and our findings support the continued use of intangibility, inseparability, heterogeneity and perishability as frameworks for the study of services buyer behaviour and for the development of services marketing strategies." Link to pdf
April 16th, 2009 / Trackback / Comments