Characteristics that Distinguish Services from goods Characteristic Services Goods Client Services often involve an goods often involve an relationship ongoing persona impersonal short-term relationship relationship, although relationship strength and duration are increasing Perishability Services can be used only Goods can be placed in at the time they are inventory for use at another offered time Intangibility The customer owns only The customer owns memories or outcomes objects that can be used such as greater resold, or given to others knowledge or styled hairCharacteristic Client relationship Perishability Services Services often involve an ongoing personal relationship. Intangibility Characteristics that Distinguish Services from Goods Slide 11-1a Table 11.1 Goods Goods often involve an impersonal, short-term relationship, although relationship strength and duration are increasing. Goods can be placed in inventory for use at another time. Services can be used only at the time they are offered. The customer owns only memories or outcomes, such as greater knowledge or styled hair. The customer owns objects that can be used, resold, or given to others