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- Intangibility refers to the lack of palpable or tactile property making it difficult to assess service quality. According to Zeithaml et al. (1985, p. 33), “Because services are performances, rather than objects, they cannot be seen, felt, tasted, or touched in the same manner in which goods can be sensed.” As such, the services marketing literature has traditionally characterized intangibility as the most critical distinction between services and goods. Other key characteristics of services include perishability, inseparability and variability (or heterogeneity). Yet, in practice service production and consumption often involve both intangible and tangible elements. Examples of intangible service attributes include service responsiveness and reliability, while tangible service attributes include the servicescape, décor, and furnishings. Drawing on construal level theory, Ding and Keh (2017) investigated when and why intangible versus tangible attributes would be more influential in service evaluation. They showed that, under a high construal level, consumers rely more on intangible attributes in their service evaluation and choice formation; whereas under a low construal level, consumers rely more on tangible attributes in their service evaluation and choice. Furthermore, the effect of construal level on service evaluation can be explained by imagery vividness, and these effects are moderated by the type of service (e.g., experience vs. credence services). (en)
- 無形性（英語：Intangibility）指缺乏可觸及之屬性，從而難以評估服务质量，而服務的其他關鍵特徵包括易逝性、不可分割性和易變性。 (zh)
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| rdfs:comment
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- 無形性（英語：Intangibility）指缺乏可觸及之屬性，從而難以評估服务质量，而服務的其他關鍵特徵包括易逝性、不可分割性和易變性。 (zh)
- Intangibility refers to the lack of palpable or tactile property making it difficult to assess service quality. According to Zeithaml et al. (1985, p. 33), “Because services are performances, rather than objects, they cannot be seen, felt, tasted, or touched in the same manner in which goods can be sensed.” As such, the services marketing literature has traditionally characterized intangibility as the most critical distinction between services and goods. Other key characteristics of services include perishability, inseparability and variability (or heterogeneity). (en)
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