Intangibility

Intangibility refers to the lack of palpable or tactile property making it difficult to assess service quality. According to Zeithaml et al., “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 a result, intangibility has historically been seen as the most important distinction between services and products in the literature on services marketing. Other key characteristics of services include perishability, inseparability and variability.

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