Service Product Configurations in Electronic Business-to-Consumer Operations Academic Article uri icon


  • The authors develop a taxonomy of electronic service products, defined as bundles of physical goods, offline services, and digital content. The taxonomy is founded on a conceptual classification scheme in the form of a 2 2 matrixnamely, the electronic service product structurethat differentiates electronic service products according to their digital content (either static or dynamic) and target market segment (either unique or broad). The cells of the matrix correspond to four categories of service products: niche market (static content-unique market), market extender (dynamic content-broad market), dynamic mass market (dynamic content-broad market), and customized megamarket (dynamic content-unique market). Two hypotheses are proposed that posit that the ordering of the service product categories in the sequence that was just stated will be positively associated with customer satisfaction and loyalty. The results of the empirical analysis of data from 255 electronic food retailers, the study sample, support the two hypotheses.

published proceedings

  • Journal of Service Research

author list (cited authors)

  • Heim, G. R., & Sinha, K. K.

citation count

  • 15

complete list of authors

  • Heim, Gregory R||Sinha, Kingshuk K

publication date

  • May 2005