Open Access. Powered by Scholars. Published by Universities.®
- Discipline
-
- Social and Behavioral Sciences (2219)
- Finance and Financial Management (1293)
- Organizational Behavior and Theory (1071)
- International and Area Studies (1031)
- Asian Studies (1019)
-
- Accounting (918)
- Technology and Innovation (824)
- Physical Sciences and Mathematics (820)
- Computer Sciences (748)
- Strategic Management Policy (734)
- Corporate Finance (665)
- Human Resources Management (478)
- Marketing (478)
- Economics (473)
- Operations and Supply Chain Management (408)
- Entrepreneurial and Small Business Operations (398)
- Portfolio and Security Analysis (393)
- Business Law, Public Responsibility, and Ethics (312)
- Business Administration, Management, and Operations (296)
- Finance (262)
- E-Commerce (257)
- Databases and Information Systems (253)
- Management Information Systems (252)
- Psychology (248)
- Education (247)
- Business and Corporate Communications (210)
- International Business (207)
- Higher Education (201)
- Communication (184)
- Keyword
-
- Singapore (355)
- Innovation (179)
- China (157)
- Corporate governance (100)
- Sustainability (72)
-
- Entrepreneurship (64)
- Technology (63)
- Trust (63)
- Hedge funds (61)
- Customer satisfaction (55)
- Leadership (52)
- Corporate social responsibility (49)
- Industry (47)
- Performance (46)
- Asia (44)
- Service excellence (44)
- Creativity (43)
- E-commerce (43)
- Artificial intelligence (42)
- Business schools (42)
- Singapore Management University (42)
- Marketing (40)
- COVID-19 (38)
- Social media (38)
- Higher education (37)
- India (37)
- Culture (35)
- Finance (35)
- Uncertainty (35)
- Business (33)
- Publication Year
- Publication
-
- Research Collection Lee Kong Chian School Of Business (3156)
- Research Collection School Of Accountancy (804)
- Research Collection School Of Computing and Information Systems (684)
- Dissertations and Theses Collection (Open Access) (536)
- Perspectives@SMU (386)
-
- Knowledge@SMU (327)
- Asian Management Insights (186)
- Research Collection School Of Economics (160)
- Research Collection School of Social Sciences (93)
- Research Collection Yong Pung How School Of Law (89)
- Social Space (80)
- Research Collection Institute of Service Excellence (2007-2024) (77)
- Research Collection College of Integrative Studies (55)
- Sim Kee Boon Institute for Financial Economics (49)
- Research Collection BNP Paribas Hedge Fund Centre (37)
- Research@SMU: Connecting the Dots (22)
- Research Collection Lee Kong Chian School of Business (21)
- SMU Press Releases and News (21)
- Friends of the Museum Collection (20)
- Dissertations and Theses Collection (19)
- CCX Research (15)
- 2011 12th International Conference of the Society for Global Business and Economic Development (11)
- Research Collection Library (11)
- Research Collection Institute of Innovation and Entrepreneurship (8)
- Research Collection School of Accountancy (8)
- SMU Corporate Reports (8)
- 2016 ABLD-EBSLG-APBSLG Joint Conference & Meeting (6)
- Digital Narratives of Asia (5)
- Research@SMU Infographics (5)
- 2018 Reimagine Future Learning Spaces (4)
- Publication Type
- File Type
Articles 5161 - 5190 of 6939
Full-Text Articles in Business
Business Network-Based Value Creation In Electronic Commerce, Robert John Kauffman, Ting Li, Eric Van Heck
Business Network-Based Value Creation In Electronic Commerce, Robert John Kauffman, Ting Li, Eric Van Heck
Research Collection School Of Computing and Information Systems
Information technologies (IT) have affected economic activities within and beyond the boundaries of the firm, changing the face of e-commerce. This article explores the circumstances under which value is created in business networks made possible by IT. Business networks combine the capabilities of multiple firms to produce and deliver products and services that none of them could more economically produce on its own and for which there is demand in the market. We call this business network-based value creation. We apply economic theory to explain the conditions under which business networks will exist and are able to sustain their value-producing …
The Long And Short Of It: Evidence Of Year-End Price Manipulation By Short Sellers, Jesse Blocher, Joseph Engelberg, Adam V. Reed
The Long And Short Of It: Evidence Of Year-End Price Manipulation By Short Sellers, Jesse Blocher, Joseph Engelberg, Adam V. Reed
Research Collection BNP Paribas Hedge Fund Centre
We identify a setting in which there is a predictable incentive for short sellers to manipulate prices, and we find patterns consistent with short sellers manipulating prices. Specifically, we find that stocks with high short interest experience abnormally low returns on the last trading day of the year. This effect is strongest among stocks that are easily manipulated and during the last hour of trading. Further, this effect reverses at the beginning of the year, consistent with the temporary nature of price manipulation. We show that hedge funds’ portfolios are closely related to market-wide short interest, suggesting that hedge funds, …
From Imitators To Inventors: China’S Changing Innovation Landscape, Knowledge@Smu
From Imitators To Inventors: China’S Changing Innovation Landscape, Knowledge@Smu
Knowledge@SMU
Long derided as an economic entity happier to copy than to invent, the number of patents filed and assigned in China has been growing at 13% annually in the two decades to 2006, with a total of 1.1 million patents awarded. Private enterprises, after a slow start, are now leading the charge in securing an ever bigger number of patents, especially after 2001. Individuals, meanwhile, are the second most prolific group. What causes this surge in patent applications? What are some of the issues involved? SMU management professor Kenneth Huang details findings from a recent study.
Lohas: Marketing A Green And Sustainable Way Of Living, Knowledge@Smu
Lohas: Marketing A Green And Sustainable Way Of Living, Knowledge@Smu
Knowledge@SMU
What prompted former corporate warriors like Adam Horler and Tay Lai Hock trade their suits for t-shirts and embrace a new way of life with green and sustainability as its central tenet? It is LOHAS, or Lifestyle of Health and Sustainability, described as a “biggest market you’ve never heard of”. In a recent talk at SMU, Horler and Tay share what is their motivation, what is the appeal of LOHAS, and how are they marketing this concept to bring more converts on board.
To Be Ahead Of The Game, Consider Game-Based Marketing, Knowledge@Smu
To Be Ahead Of The Game, Consider Game-Based Marketing, Knowledge@Smu
Knowledge@SMU
Games have a way of engaging people in ways that advertisements simply cannot. Many a date, birthday or meeting have been forgotten and disregarded, thanks to the likes of Warcraft and StarCraft – 'sticky' programmes that have caused people to betray their better judgements. Beyond computer gaming, however, consumers have been known to choose a coffee shop, supermarket or airline for reasons that also defy what's rational: to collect stamps, amass points and accumulate 'miles'; all of which have nothing to do with drinking coffee, buying groceries or getting from point A to B. Yet, people play along willingly, in …
Tackling 'Grey Hairs': How Companies Can Turn An Ageing Workforce To Their Advantage, Knowledge@Smu
Tackling 'Grey Hairs': How Companies Can Turn An Ageing Workforce To Their Advantage, Knowledge@Smu
Knowledge@SMU
The greying working population in developed economies will be widening intergenerational fissures in today’s companies and organisations. Young managers find it difficult to handle the 'grey hairs' under their charge, while older workers are not always happy taking orders from their younger supervisors. Yet, without talent, businesses run the risk of losing their competitiveness. How should companies bridge the gap and turn the skills and experience of their older workers into their advantage? Drawing examples and cases not just from America but also Singapore, Peter Cappelli and Bill Novelli, professors at Wharton and Georgetown respectively, share some ideas in the …
Event Study Method For Validating Agent-Based Trading Simulations, Shih-Fen Cheng
Event Study Method For Validating Agent-Based Trading Simulations, Shih-Fen Cheng
Research Collection School Of Computing and Information Systems
In this paper, we introduce how one can validate an event-centric trading simulation platform that is built with multi-agent technology. The issue of validation is extremely important for agent-based simulations, but unfortunately, so far there is no one universal method that would work in all domains. The primary contribution of this paper is a novel combination of event-centric simulation design and event study approach for market dynamics generation and validation. In our event-centric design, the simulation is progressed by announcing news events that affect market prices. Upon receiving these events, event-aware software agents would adjust their views on the market …
Reference Group Effects In The Measurement Of Personality And Attitudes, Marcus Crede, Michael Ramsay Bashshur, Sarah Niehorster
Reference Group Effects In The Measurement Of Personality And Attitudes, Marcus Crede, Michael Ramsay Bashshur, Sarah Niehorster
Research Collection Lee Kong Chian School Of Business
Reference-group effects (discovered in cross-cultural settings) occur when responses to self-report items are based not on respondents’ absolute level of a construct but rather on their level relative to a salient comparison group. In this article, we examine the impact of reference-group effects on the assessment of self-reported personality and attitudes. Two studies illustrate that a reference-group effect can be induced by small changes to instruction sets, changes that mirror the instruction sets of commonly used measures of personality. Scales that specified different reference groups showed substantial reductions in criterion-related validities for academic performance, self-reported counterproductive behaviors, and self-reported health …
National Culture And Capital Structure Decisions: Evidence From Foreign Joint Ventures In China, Kai Li, Dale W. Griffin, Heng Yue, Longkai Zhao
National Culture And Capital Structure Decisions: Evidence From Foreign Joint Ventures In China, Kai Li, Dale W. Griffin, Heng Yue, Longkai Zhao
Research Collection School Of Accountancy
We investigate the role of firms’ country of origin in financial leverage decisions using data on foreign joint ventures in China. We hypothesize that national culture enters the joint optimization process leading to foreign joint ventures’ leverage decisions and that it affects leverage decisions both directly and indirectly. Using cultural values of mastery and embeddedness to explain country of origin effects, we find that mastery has negative and significant direct effects on foreign joint ventures’ leverage and short-term debt decisions, and a positive and significant direct effect on the likelihood of foreign joint ventures’ having long-term debt. The indirect effects …
Obtaining Intangible And Tangible Benefits From Corporate Social Responsibility, Wei Nurn Chong, Gilbert Tan
Obtaining Intangible And Tangible Benefits From Corporate Social Responsibility, Wei Nurn Chong, Gilbert Tan
Research Collection Lee Kong Chian School Of Business
The relationship between corporate social responsibility (CSR) and corporate financial performance has been heavily studied in past research. However, little theory has been developed on how CSR may lead to greater corporate financial performance. In this paper, the authors attempt to fill this theoretical gap by explaining how CSR leads to the tangible benefits of attracting better employees, reduced turnover rate, greater efficiency, and reduced operating costs, via the intangible benefits of firm reputation, organizational commitment, and learning. Thereafter, managerial implications and further research opportunities are discussed.
Investor Inattention And The Underreaction To Stock Recommendations, Roger Loh
Investor Inattention And The Underreaction To Stock Recommendations, Roger Loh
Research Collection Lee Kong Chian School Of Business
Investors’ reaction to stock recommendations is often incomplete so that there is a predictable post-recommendation drift. I investigate investor inattention as a plausible explanation for this drift by using prior turnover as a proxy for attention. I find that low attention stocks react less to stock recommendations than high attention stocks around the three-day event window. Subsequently, the recommendation drift of firms with low attention is more than double in magnitude when compared to firms with high attention. Similar conclusions are reached with alternative proxies for attention. The evidence supports investor inattention as a source of the stock recommendation drift.
Nonprofit Organisations And Social Entrepreneurship Intentions, Wee Liang Tan
Nonprofit Organisations And Social Entrepreneurship Intentions, Wee Liang Tan
Research Collection Lee Kong Chian School Of Business
Nonprofit organizations are valued because they provide services that address unmet needs. Non-profit organizations who engage in social entrepreneurship augment their contributions through the new services, programs, enterprises and revenue generated. It is not surprising, therefore, for policy makers to encourage social entrepreneurship, social innovations and social enterprises. Such an initia-tive was introduced in Singapore recently. However, not all nonprofit organizations seek to innovate or create social enterprises. They may continue to devote themselves to their specific fields and exist-ing practices. Entrepreneurship research suggests that under certain conditions, organizations engage in entrepreneurship through new ventures, projects, and innovations. Hence, it …
Does Auditor Tenure Improve Audit Quality? Moderating Effects Of Industry Specialization And Fee Dependence, Chee Yeow Lim, Hun-Tong Tan
Does Auditor Tenure Improve Audit Quality? Moderating Effects Of Industry Specialization And Fee Dependence, Chee Yeow Lim, Hun-Tong Tan
Research Collection School Of Accountancy
We investigate whether the relation between auditor tenure and audit quality is conditional on auditor specialization and fee dependence. Although prior studies have investigated the relation between extended auditor-client tenure and audit quality, none has examined how this relation is jointly influenced by both auditor specialization and fee dependence. Our main analyses, using accrual quality as a measure of audit quality, show that firms audited by specialists (vs. non-specialists) have relatively higher audit quality with extended auditor tenure, and that this relation is negatively moderated by auditors’ fee dependence on clients. These results are robust to sensitivity tests, and alternative …
Do Online Reviews Reflect A Product’S True Perceived Quality? An Investigation Of Online Movie Reviews Across Cultures, Noi Sian Koh, Nan Hu, Eric K. Clemons
Do Online Reviews Reflect A Product’S True Perceived Quality? An Investigation Of Online Movie Reviews Across Cultures, Noi Sian Koh, Nan Hu, Eric K. Clemons
Research Collection School Of Computing and Information Systems
This paper investigates when the reported average of online ratings matches the perceived average assessment of the population as a whole, including the average assessments of both raters and non-raters. We apply behavioral theory to capture intentions in rating online movie reviews in two dissimilar countries – China and the United States. We argue that consumers’ rating behaviors are affected by cultural influences and that they are influenced in predictable ways. Based on data collected from IMDB.com and Douban.com, we found significant differences across raters from these two different cultures. Additionally, we examined how cultural elements influence rating behavior for …
Investing Into The Abyss: The Continued Misclassification Of Multi-Sector Managed Funds, John R Watson, N. Allen, Kok Fai Phoon, J. Wickramanayake
Investing Into The Abyss: The Continued Misclassification Of Multi-Sector Managed Funds, John R Watson, N. Allen, Kok Fai Phoon, J. Wickramanayake
Research Collection Lee Kong Chian School Of Business
The objective of this paper is to assess whether Australian multi-sector managed funds are misclassified, and then, having found this to be the case, determine if this misclassification has any impact on fund performance. We adopt a strong form of returns based style analysis to investigate a monthly sample of Australian multi-sector funds over the five-year sample period 2003:04-2008:03. The evidence provided demonstrates that insufficient attention has been paid as to whether fund managers are able to keep within their tactical asset allocation ranges and presents that misclassification exist for Australian multi-sector managed funds but that the effect on fund …
Selecting Predictor Subsets: Considering Validity And Adverse Impact, Wilfred De Corte, Paul Sackett, Filip Lievens
Selecting Predictor Subsets: Considering Validity And Adverse Impact, Wilfred De Corte, Paul Sackett, Filip Lievens
Research Collection Lee Kong Chian School Of Business
The paper proposes a procedure for designing Pareto-optimal selection systems considering validity, adverse impact and constraints on the number of predictors from a larger subset that can be included in an operational selection system. The procedure determines Pareto-optimal composites of a given maximum size thereby solving the dual task of identifying the predictors that will be included in the reduced set and determining the weights with which the retained predictors will be combined to the composite predictor. Compared with earlier proposals, the simultaneous consideration of both tasks makes it possible to combine several strategies for reducing adverse impact in a …
Response Rates In Organizational Science, 1995-2008: A Meta-Analytic Review And Guidelines For Survey Researchers, Frederik Anseel, Filip Lievens, Eveline Schollaert, Beata Choragwicka
Response Rates In Organizational Science, 1995-2008: A Meta-Analytic Review And Guidelines For Survey Researchers, Frederik Anseel, Filip Lievens, Eveline Schollaert, Beata Choragwicka
Research Collection Lee Kong Chian School Of Business
This study expands upon existing knowledge of response rates by conducting a large-scale quantitative review of published response rates. This allowed a fine-grained comparison of response rates across respondent groups. Other unique features of this study are the analysis of response enhancing techniques across respondent groups and response rate trends over time. In order to aid researchers in designing surveys, we provide expected response rate percentiles for different survey modalities.We analyzed 2,037 surveys, covering 1,251,651 individual respondents, published in 12 journals in I/O Psychology, Management, and Marketing during the period 1995-2008. Expected response rate levels were summarized for different types …
International Diversification With Factor Funds, Cheol S. Eun, Sandy Lai, Frans A. De Roon, Zhe Zhang
International Diversification With Factor Funds, Cheol S. Eun, Sandy Lai, Frans A. De Roon, Zhe Zhang
Research Collection Lee Kong Chian School Of Business
We propose a new investment strategy employing “factor funds” to systematically enhance the mean-variance efficiency of international diversification. Our approach is motivated by the increasing evidence that size (SMB), book-to-market (HML), and momentum (MOM) factors, along with the market factor, adequately describe international stock returns, and by the direct link between investors’ portfolio choice problems and international asset pricing theories and tests. Using data from ten developed countries during the period 1981-2008, we show that the “augmented” optimal portfolio involving local factor funds substantially outperforms the “benchmark” optimal portfolio comprising country market indices only as measured by their portfolio Sharpe …
A New Perspective On Role-Player Training In Assessment Centres, Eveline Schollaert, Filip Lievens
A New Perspective On Role-Player Training In Assessment Centres, Eveline Schollaert, Filip Lievens
Research Collection Lee Kong Chian School Of Business
The most recent assessment centre guidelines emphasize that exercises should be designed to evoke a substantial amount of relevant behaviour (International Task Force on Assessment Center Guidelines, 2009). However, no empirical evidence exists of how one can manage this This study aims to fill this gap by suggesting that role-player training should be extended via the use of 'prompts' to evoke behaviour. Prompts are standardized cues that a role-player consistently mentions in an AC exercise across candidates to elicit behaviours related to specific job-related dimensions In the present study, role players and candidates were randomly assigned to two experimental conditions …
Strategic Management Of Communication: Insights From The Contingency Theory Of Strategic Conflict Management, Augustine Pang, Yan Jin, Glen T. Cameron
Strategic Management Of Communication: Insights From The Contingency Theory Of Strategic Conflict Management, Augustine Pang, Yan Jin, Glen T. Cameron
Research Collection Lee Kong Chian School Of Business
The dilemma facing crisis scholars could not be more paradoxical: How does one explain and predict the outcome of a phenomenor - characteristics which Chaffee and Berger (1987) argue to be the foundation of a theory - that is so contextual-dependent, where the twists and turns of unfolding events often frustrate the natural ebb of what one could reasonably surmise as logical trajectory?
Contagion Effect Of Restatements Through Common Directorships, Chih-Ying Chen, Beng Wee Goh
Contagion Effect Of Restatements Through Common Directorships, Chih-Ying Chen, Beng Wee Goh
Research Collection School Of Accountancy
No abstract provided.
A Dynamic Model For The Forward Curve, Choong Tze Chua, Foster Dean, Krishna Ramaswamy, Robert Stine
A Dynamic Model For The Forward Curve, Choong Tze Chua, Foster Dean, Krishna Ramaswamy, Robert Stine
Research Collection Lee Kong Chian School Of Business
This article develops and estimates a dynamic arbitrage-free model of the current forward curve as the sum of (i) an unconditional component, (ii) a maturity-specific component and (iii) a date-specific component. The model combines features of the Preferred Habitat model, the Expectations Hypothesis (ET) and affine yield curve models; it permits a class of low-parameter, multiple state variable dynamic models for the forward curve. We show how to construct alternative parametric examples of the three components from a sum of exponential functions, verify that the resulting forward curves satisfy the Heath-Jarrow-Morton (HJM) conditions, and derive the risk-neutral dynamics for the …
The Real Knowledge Transfer, Stefano Harney
The Real Knowledge Transfer, Stefano Harney
Research Collection Lee Kong Chian School Of Business
In Britain, knowledge transfer (KT) is taking a new turn. As a university policy, KT emphasized intellectual property rights. The dream of the managers of the university was to patent knowledge produced in university departments, laboratories, and lecture halls. This new proprietary knowledge would then either earn rent from the private sector, and in some cases the public sector, or lead to the founding of new private firms, owned in part by the university, the so-called spin-off.
Incorporating Economic Objectives Into Bayesian Priors: Portfolio Choice Under Parameter Uncertainty, Jun Tu, Guofu Zhou
Incorporating Economic Objectives Into Bayesian Priors: Portfolio Choice Under Parameter Uncertainty, Jun Tu, Guofu Zhou
Research Collection Lee Kong Chian School Of Business
This paper proposes a way to allow Bayesian priors to reflect the objectives of an economic problem. That is, we impose priors on the solution to the problem rather than on the primitive parameters whose implied priors can be backed out from the Euler equation. Using monthly returns on the Fama-French 25 size and book-to-market portfolios and their 3 factors from January 1965 to December 2004, we find that investment performances under the objective-based priors can be significantly different from those under alternative priors, with differences in terms of annual certainty-equivalent returns greater than 10% in many cases. In terms …
Win Or Lose The Battle For Creativity: The Power And Perils Of Intergroup Competition, Markus Baer, Roger Leenders, Greg R. Oldham, Abhijeet K. Vadera
Win Or Lose The Battle For Creativity: The Power And Perils Of Intergroup Competition, Markus Baer, Roger Leenders, Greg R. Oldham, Abhijeet K. Vadera
Research Collection Lee Kong Chian School Of Business
Integrating and refining social interdependence theory and structural adaptation theory, we examined the effects of intergroup competition on the creativity of 70 four-person groups engaged in two idea generation tasks. We manipulated both group membership change (change, no change) and intergroup competition level (low, intermediate, high). Competition had the expected U-shaped relation with creativity in open (membership change) groups but failed to produce the hypothesized inverted U-shaped pattern in closed (no membership change) groups. In the latter, effects were positive for low to intermediate competition and flat for intermediate to high levels. Within-group collaboration mediated these effects.
Advertising Collusion In Retail Markets, Kyle Bagwell, Gea M. Lee
Advertising Collusion In Retail Markets, Kyle Bagwell, Gea M. Lee
Research Collection School Of Economics
We analyze non-price advertising by retail firms, when the firms are privately informed about their respective costs of production. In a static advertising game, an advertising equilibrium exists in which lower-cost firms select higher advertising levels. In this equilibrium, informed consumers rationally employ an advertising search rule in which they buy from the highest-advertising firm since lower-cost firms also select lower prices. In a repeated advertising game, colluding firms face a trade-off: the use of advertising can promote productive efficiency, but only if sufficient current or future advertising expenses are incurred. At one extreme, if firms pool at zero advertising, …
The Liquidity Risk Of Liquid Hedge Funds, Melvyn Teo
The Liquidity Risk Of Liquid Hedge Funds, Melvyn Teo
Research Collection Lee Kong Chian School Of Business
This paper evaluates hedge funds that grantfavorable redemption terms to investors. Within this group of purportedlyliquid funds, high net inflow funds subsequently outperform low net inflowfunds by 4.79% per year after adjusting for risk. The return impact of fundflows is stronger when funds embrace liquidity risk, when market liquidity islow, and when funding liquidity, as measured by the Treasury-Eurodollar spread,aggregate hedge fund flows, and prime broker stock returns, is tight. Inkeeping with an agency explanation, funds with strong incentives to raisecapital, low manager option deltas, and no manager capital co-invested are morelikely to take on excessive liquidity risk. These results …
Rethinking Growth: Differential Impact Of Large Absolute Vs Relative Expansion In De Novo Ventures, Terence Ping Ching Fan
Rethinking Growth: Differential Impact Of Large Absolute Vs Relative Expansion In De Novo Ventures, Terence Ping Ching Fan
Research Collection Lee Kong Chian School Of Business
By considering how in many industries an augmentation in production capacity is necessary to bring about significant growth in sales or eventual profit, this study adds an important footnote to prevailing theories of firm survival and competitiveness in strategic management. First, it distinguishes between attempts for new ventures to grow their production from the outcome of their expansions. Second, this study delineates the role of large absolute versus relative growths in production and their differential implications on young, de novo ventures: the former being conducive to firm survival while the latter being detrimental to it. This prediction is supported empirically …
China's Innovation Landscape, Kenneth G. Huang
China's Innovation Landscape, Kenneth G. Huang
Research Collection Lee Kong Chian School Of Business
The People's Republic of China has experienced three decades of sustained, strong annual economic growth as it transitions from a centrally planned economy to a free market. Currently the world's second largest economy, China recognizes scientific and technological innovation as an increasingly important strategy to fuel the next phase of its productivity growth. However, the drivers and trajectories of China's scientific and technological growth remain under-investigated. To understand elements of China's innovative activities, particularly in science and technology, an analysis of comprehensive patent data provided by the State Intellectual Property Office (SIPO) of China is presented here.
Characteristics Of Services: A New Approach Uncovers Their Value, Sabine Moeller
Characteristics Of Services: A New Approach Uncovers Their Value, Sabine Moeller
Research Collection Lee Kong Chian School Of Business
Purpose: Four characteristics have been regularly applied to services: intangibility, heterogeneity, inseparability, perishability (IHIP). More and more exceptions occur which have resulted in substantial criticism. This paper aims to show that each characteristic is valid and useful when related to an individual aspect of services instead of being assigned to services as a single entity. Design/methodology/approach: Based on customer integration, a framework (FTU framework) and a resource typology are developed. These approaches are the theoretical foundation of the analysis. Findings: The FTU framework and a resource typology reveal different aspects of services and allow the assignment of the IHIP characteristics …