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Gültigkeit der Charakteristika von Dienstleistungen — eine Frage des Bezugsobjektes

  • Sabine Möller

Auszug

Wissenschaftlicher Austausch und entsprechender Fortschritt erfordern adäquate und fundierte Definitionen der grundlegenden Begriffe. Entsprechend dieser Anforderung ist die Marketing Disziplin seit Bestehen bestrebt, den Begriff der Dienstleistung zu charakterisieren und zu definieren. Dies mündete in den 80er Jahren insbesondere im englischen Sprachraum in der Etablierung der vier Dienstleistungscharakteristika Intangibilität, Heterogenität, Untrennbarkeit von Produktion und Konsum (inseparability) und Vergänglichkeit (perishability), die unter der Bezeichnung IHIP-characteristics in die Literatur Eingang gefunden haben (einen überblick geben Zeithaml et al. 1985 und Edgett/ Parkinson 1993). Sie dienten vor allem dazu, Dienstleistungen von Sachleistungen abzugrenzen und Forschungsfragen im Zusammenhang mit den Besonderheiten von Dienstleistungen abzuleiten.

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Copyright information

© Betriebswirtschaftlicher Verlag Dr. Th. Gabler | GWV Fachverlage GmbH, Wiesbaden 2008

Authors and Affiliations

  • Sabine Möller
    • 1
  1. 1.Lehrstuhl für MarketingWHU — Otto Beisheim School of ManagementDeutschland

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