Skip to main content


Customer Reactions to Service Separation - AIM Visiting International Fellow


Speaker:Professor Hean Tat Keh, Guanghua School of Management, Peking University
Date: Wednesday 21 July 2010
Time: 14:00-15:00
Location: Conference Room 1, XFI.

Further details

Prof. Hean Tat Keh’s research dispels the widely‐received wisdom that a universal distinguishing characteristic of services lies in the inseparability between service production and consumption.

He conceptually argues that in many instances, services can be separable. The interesting question is how do customers react when they are faced with both separated and unseparated modes of delivery for the same core service (e.g., having a meal at a restaurant or ordering take‐out service)? He finds that consumers first weigh the trade‐off between the advantages of service separation (i.e., access convenience and benefit convenience) and its drawbacks (i.e. performance risk and psychology risk), which, in turn, affect perceived value.

Brouchure (pdf - 130kb)

Who should attend: Attendees will typically be early career researchers (PhDs and first post‐docs) as well as senior academics, who may be from diverse disciplinary backgrounds.

Please register your interest here

For more information please contact: Agi Witaszczyk, Events and Meetings Officer at AIM Research
Telephone:020 7862 8519

This event is organised by AIM Research and the Institute for Service Research (ISR)