Intangibility McDougall and Snetsinger (1990) defined intangibility as “the lack of physical evidence” and “the degree to which a product or a service cannot provide a clear concrete image”. Services cannot be seen, tasted, felt, heard, or smelled before buying.
For example, a customer of a hair salon only has an appointment and the promise of a fresh haircut. The salon wants to convey the idea that its service is professional yet personalized. They need to position themselves as such and truly commit to it. The salon’s exterior and interior should look clean and showcase high-quality products, the staff needs to dress properly, and be welcoming and approachable towards customers. The tools and equipment need to look clean and modern. The salon’s value proposition should extend to its online presence; its website, social media, email campaigns, loyal customer programs, and other communication should convey feelings of professional service and quality.
Inseparability The definition of inseparability in the dictionary is “the quality or state of being incapable of being separated or divided.” One of the characteristics of service marketing is inseparability. When purchasing a product, most customers can separate the product from the staff member who provides it. However, when purchasing a service, customers commonly purchase a service at the time they want to consume them. This can make it challenging to separate the service they receive from the business or staff member who provides the service.
For example, a restaurant sells goods, as well as provides services―they prepare and serve food, set and clean tables, provide a menu, and may even offer entertainment. When visiting a restaurant, the customer will consume their meal while at the restaurant. But even if their meal is satisfactory, their overall experience can be bad due to service, the atmosphere, or even the restaurant’s location. It can be challenging for guests to separate the service they receive from the quality of the food because many factors can influence their experience. Every interaction is inseparable from the overall experience.
Variability means a lack of consistency and measures how much data or experiences vary. When purchasing a physical item, the product is consistent regardless of the store or online vendor selling it. When purchasing services, there is greater variability―there will always be changes in the experience of the same service provided by different vendors.
For example, when dealing with insurance claims, one staff member may be responsive and helpful, while another could be unpleasant and apathetic. Even the quality of the service being provided by a single staff member is variable. The level of service they provide could be different from one customer to another and could be greatly affected by their workload and state of mind. The quality of the service a consumer receives may depend on which vendor they choose, and which staff attends to them.