Skip to main content
Article thumbnail
Location of Repository

Products and services in cyberspace

By Joe Peppard and Anna Rylander


In the physical world, products and services are traditionally distinguished from each other on the basis of tangibility and intangibility; indeed, services are often described as intangible products. In the virtual world of the fixed and mobile Internet, however, this distinction is no longer appropriate: both products and services become intangible. This is essentially because the Internet is not merely a technology but represents an entirely new medium for conducting business, a fact that was overlooked by many of the early entrants into this space. This medium is defined by information and fundamentally different from the physical space where business has traditionally been transacted. Consequently, the concept of products and services requires study. In this paper we focus on business-to-consumer (B2C) markets and explore consumer products and services in cyberspace, distinguishing them along a number of dimensions

Topics: Internet, Online strategy, Information products, Physical information products, Digitally mediated services, Ecommerce
Publisher: Elsevier Science B.V., Amsterdam.
Year: 2005
DOI identifier: 10.1016/j.ijinfomgt.2005.04.005
OAI identifier:
Provided by: Cranfield CERES

Suggested articles


  1. (2000). Blown to Bits: How the New Economics of Information Transform Strategy, doi
  2. (2000). Building digital brands’,
  3. (2002). Consumer behavior in web-based commerce: an empirical study’,
  4. (1999). Consumer choice process for experience goods: an econometric model and analysis’, doi
  5. (1998). Consumer purchasing on the Internet: processes and prospects’, doi
  6. (1994). Increasing Returns and Path Dependence in the Economy, doi
  7. (1999). Information Rules: A Strategic Guide to the Network Economy, doi
  8. (2000). Initial trust, perceived risk, and the adoption of Internet banking’, doi
  9. (2003). Internet retailing: dislocation, dislocation, dislocation’, Working Paper,
  10. (2002). Managing service organizations: does having a “thing” make a difference?’ doi
  11. (2002). Measuring factors that influence the success of Internet commerce’, doi
  12. (1990). Re-engineering work: Don’t automate, obliterate’,
  13. (1998). Redefining industry structure for the information age’, doi
  14. (1995). Service Operations Management, Prentice-Hall, Englewood Cliffs,
  15. (2001). Strategy and the Internet’,
  16. (2000). Surfing among the sharks: how to gain trust
  17. (1990). Technology in services: rethinking strategic focus’,
  18. (2004). The development of initial trust in an online company by new customers’, doi
  19. (2002). The impact of initial consumer trust on intention to transact with a web-site: a trust building model’, doi
  20. (2000). The impact of the Internet on a television-based society’, doi
  21. (2001). The Internet Galaxy: Reflections on the Internet, Business, and Society, doi
  22. (2001). The Language of Space, doi
  23. (1996). The Media Equation: How People Treat Computers, Television and New Media Like Real People and Places, doi

To submit an update or takedown request for this paper, please submit an Update/Correction/Removal Request.