Intangibility

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Intangibility refers to the lack of palpable or tactile property making it difficult to assess service quality.[1][2][3] 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.”[4] As such, the services marketing literature has traditionally characterized intangibility as the most critical distinction between services and goods.[5] Other key characteristics of services include perishability, inseparability and variability (or heterogeneity).[6]

Yet, in practice service production and consumption often involve both intangible and tangible elements.[7] 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.[8] 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).

Marketing implications[]

When a customer is buying a service, they perceive a risk related to the purchase. In order to reassure the buyer and build their confidence, marketing strategists need to give tangible proofs of service quality.[9] In addition, there is evidence that certain service industries already apply intangibilization versus tangibilization strategies as a function of construal level. For example, firms selling retirement insurance policies often target young workers who are a few decades away from retirement. Their advertising seeks to convey to the viewer ideas about retirement based on their insurance services and tends to use taglines that highlight company longevity and company reputation.[10] Moreover, service firms should consider their physical distance from their customers. For example, a community shopping center should emphasize its tangible attributes such as accessibility of location and variety of stores. In contrast, a catalog or mail order retailer that does not have a physical outlet should emphasize intangible attributes such as responsive service and assurance of product delivery to attract customers.[11]


The term intangibility is also used to describe the ability to turn intangible, a common superpower in superhero media.

Superpower[]

The superhuman ability to turn oneself intangible has become common in superhero media. The superpower is most notably linked with the Marvel Comics character Kitty Pryde / Shadowcat, a mutant who can pass through solid matter. She often referred to her ability as "phasing" through solid matter, a term that has gained popularity and is commonly used for the power. Other users include DC Comics character Martian Manhunter.

Although intangibility can be a power on its own, as seen with Pryde, it has also been seen as an ability achieved through the use of other superpowers. The Flash is a fictional character who is able to use his power of super-speed to render himself intangible, a feat that is accomplished by vibrating so fast he becomes untouchable to solid matter. Another fictional superhero, The Vision, has the ability to alter his density, a power he has used to become intangible on several occasions.

The power is also commonly seen in media portrayals of ghosts. The 2004 television series Danny Phantom portrays several ghosts, including the titular character, becoming intangible.

References[]

  1. ^ Bateson, John E. G. (1979), Why we need service marketing, in Conceptual and theoretical developments in marketing, O. C. Ferrell, S.W. Brown, & C. W. Lamb Jr., eds. Chicago, IL: American Marketing Association, 131–146.
  2. ^ Laroche, Michel, Jasmin Bergeron, & Christine Goutaland (2001), A three-dimensional scale of intangibility, Journal of Service Research, 4(1), 26–38.
  3. ^ Mittal, Banwari (1999), The advertising of services: Meeting the challenge of intangibility, Journal of Service Research, 2(1), 98-116.
  4. ^ Zeithaml, Valarie A., A. Parasuraman, & Leonard L. Berry (1985). Problems and strategies in services marketing. Journal of Marketing, 49(2), 33-46.
  5. ^ Bateson, John E. G. (1979), Why we need service marketing, in Conceptual and theoretical developments in marketing, O. C. Ferrell, S.W. Brown, & C. W. Lamb Jr., eds. Chicago, IL: American Marketing Association, 131–146.
  6. ^ Zeithaml, Valarie A., A. Parasuraman, & Leonard L. Berry (1985). Problems and strategies in services marketing. Journal of Marketing, 49(2), 33-46.
  7. ^ Lovelock, Christopher & Evert Gummesson (2004). Whither services marketing? In search of a new paradigm and fresh perspectives. Journal of Service Research, 7(1), 20-41.
  8. ^ Ding, Ying & Hean Tat Keh (2017), Consumer reliance on intangible versus tangible attributes in service evaluation: The role of construal level. Journal of the Academy of Marketing Science, 45(6), 848-865.
  9. ^ Flipo, Jean-Paul (1988), On the intangibility of services. Service Industries Journal, 8(3), 286-293.
  10. ^ Ekerdt, David J. & Evelyn Clark (2001), Selling retirement in financial planning advertisements. Journal of Aging Studies, 15(1), 55-68.
  11. ^ Ding, Ying & Hean Tat Keh (2017), Consumer reliance on intangible versus tangible attributes in service evaluation: The role of construal level. Journal of the Academy of Marketing Science, 45(6), 848-865.


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