IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v25y2005i6p747-772.html
   My bibliography  Save this article

Marketing-based tangibilisation for services

Author

Listed:
  • David D. C. Tarn

Abstract

This study attempts to explore how to decrease the intangibility of services by marketing-based activities, rather than the conventional perspective based on operational activities. Based on the literature, this study builds a four-element model to circumscribe and define the managerial problems caused by the intangibility of services. Moreover, this study proposes four strategies to raise consumers' sense of tangibility toward services, namely Quantitation/Ranking, Factualisation/Substantialisation, Word-of-Mouth Effect, and Information Frequency . Following this, three services, i.e., cafeteria, extension education, and ophthalmology services, are selected as scenarios to conduct the experiments. The results indicate that the four strategies can improve the tangibility of services sufficiently, especially Quantitation/Ranking . This study also builds a three-construct, nine-item Services Tangibility Scale to measure consumers' perceptions of tangibility toward a particular service. Statistical evidence confirms the reliability, and discriminate and convergent validity of the scale.

Suggested Citation

  • David D. C. Tarn, 2005. "Marketing-based tangibilisation for services," The Service Industries Journal, Taylor & Francis Journals, vol. 25(6), pages 747-772, September.
    • Handle: RePEc:taf:servic:v:25:y:2005:i:6:p:747-772
    DOI: 10.1080/02642060500103290
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642060500103290
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642060500103290?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. George, William R. & Berry, Leonard L., 1981. "Guidelines for the advertising of services," Business Horizons, Elsevier, vol. 24(4), pages 52-56.
    2. Keller, Kevin Lane & Staelin, Richard, 1987. "Effects of Quality and Quantity of Information on Decision Effectiveness," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(2), pages 200-213, September.
    3. Van Dierdonck, Roland, 1992. "Success strategies in a service economy," European Management Journal, Elsevier, vol. 10(3), pages 365-373, September.
    4. Jacoby, Jacob, 1984. "Perspectives on Information Overload," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 10(4), pages 432-435, March.
    5. Onkvisit, Sak & Shaw, John J., 1989. "Service marketing: Image, branding, and competition," Business Horizons, Elsevier, vol. 32(1), pages 13-18.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Soo-Hyun Jun, 2020. "The Effects of Perceived Risk, Brand Credibility and Past Experience on Purchase Intention in the Airbnb Context," Sustainability, MDPI, vol. 12(12), pages 1-16, June.
    2. Kuo-Kuang Chu & Chi-Hua Li, 2012. "The study of the effects of identity-related judgment, affective identification and continuance commitment on WOM behavior," Quality & Quantity: International Journal of Methodology, Springer, vol. 46(1), pages 221-236, January.
    3. Radojevic, Tijana & Stanisic, Nemanja & Stanic, Nenad, 2015. "Ensuring positive feedback: Factors that influence customer satisfaction in the contemporary hospitality industry," Tourism Management, Elsevier, vol. 51(C), pages 13-21.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. de Chernatony, Leslie & Dall'Olmo Riley, Francesca, 1999. "Experts' Views About Defining Services Brands and the Principles of Services Branding," Journal of Business Research, Elsevier, vol. 46(2), pages 181-192, October.
    2. Adam Sanjurjo, 2015. "Search, Memory, and Choice Error: An Experiment," PLOS ONE, Public Library of Science, vol. 10(6), pages 1-16, June.
    3. Alan L. Montgomery & Kartik Hosanagar & Ramayya Krishnan & Karen B. Clay, 2004. "Designing a Better Shopbot," Management Science, INFORMS, vol. 50(2), pages 189-206, February.
    4. Choudhary, Vidyanand & Currim, Imran & Dewan, Sanjeev & Jeliazkov, Ivan & Mintz, Ofer & Turner, John, 2017. "Evaluation Set Size and Purchase: Evidence from a Product Search Engine," Journal of Interactive Marketing, Elsevier, vol. 37(C), pages 16-31.
    5. Peter Gordon Roetzel, 2019. "Information overload in the information age: a review of the literature from business administration, business psychology, and related disciplines with a bibliometric approach and framework developmen," Business Research, Springer;German Academic Association for Business Research, vol. 12(2), pages 479-522, December.
    6. Sören Köcher & Hartmut H. Holzmüller, 2014. "Zu viel des Guten? Eine Analyse der Wirkung von Verbraucherschutzinformation," Schmalenbach Journal of Business Research, Springer, vol. 66(4), pages 306-343, June.
    7. Korhonen, Pekka J. & Malo, Pekka & Pajala, Tommi & Ravaja, Niklas & Somervuori, Outi & Wallenius, Jyrki, 2018. "Context matters: The impact of product type, emotional attachment and information overload on choice quality," European Journal of Operational Research, Elsevier, vol. 264(1), pages 270-279.
    8. Peng Cheng & Zhe Ouyang & Yang Liu, 0. "The effect of information overload on the intention of consumers to adopt electric vehicles," Transportation, Springer, vol. 0, pages 1-20.
    9. Claudia Townsend & Darren DahlEditor & Page MoreauAssociate Editor, 2017. "The Price of Beauty: Differential Effects of Design Elements with and without Cost Implications in Nonprofit Donor Solicitations," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 44(4), pages 794-815.
    10. Swait, Joffre & Adamowicz, Wiktor, 2001. "Choice Environment, Market Complexity, and Consumer Behavior: A Theoretical and Empirical Approach for Incorporating Decision Complexity into Models of Consumer Choice," Organizational Behavior and Human Decision Processes, Elsevier, vol. 86(2), pages 141-167, November.
    11. Uddin, Md Hamid & Mollah, Sabur & Islam, Nazrul & Ali, Md Hakim, 2023. "Does digital transformation matter for operational risk exposure?," Technological Forecasting and Social Change, Elsevier, vol. 197(C).
    12. Jan Trzaskowski, 2011. "Behavioural Economics, Neuroscience, and the Unfair Commercial Practises Directive," Journal of Consumer Policy, Springer, vol. 34(3), pages 377-392, September.
    13. Zhang, Yufei & Voorhees, Clay M. & Lin, Chen & Chiang, Jeongwen & Hult, G.Tomas M. & Calantone, Roger J., 2022. "Information Search and Product Returns Across Mobile and Traditional Online Channels," Journal of Retailing, Elsevier, vol. 98(2), pages 260-276.
    14. Raoofpanah, Iman & Zamudio, César & Groening, Christopher, 2023. "Review reader segmentation based on the heterogeneous impacts of review and reviewer attributes on review helpfulness: A study involving ZIP code data," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    15. Stephane Hess & Andrew Daly & Maria Börjesson, 2020. "A critical appraisal of the use of simple time-money trade-offs for appraisal value of travel time measures," Transportation, Springer, vol. 47(3), pages 1541-1570, June.
    16. Janssen, Marijn & van der Voort, Haiko & Wahyudi, Agung, 2017. "Factors influencing big data decision-making quality," Journal of Business Research, Elsevier, vol. 70(C), pages 338-345.
    17. J. Miguel Villas-Boas, 2009. "Product Variety and Endogenous Pricing with Evaluation Costs," Management Science, INFORMS, vol. 55(8), pages 1338-1346, August.
    18. Zhang, Cong & Pan, Siyu & Zhao, Yanhui, 2024. "More is not always better: Examining the drivers of livestream sales from an information overload perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    19. Michael Faure & Hanneke Luth, 2011. "Behavioural Economics in Unfair Contract Terms," Journal of Consumer Policy, Springer, vol. 34(3), pages 337-358, September.
    20. Khan Md Raziuddin Taufique & Chamhuri Siwar & Basri Talib & Farah Hasan Sarah & Norshamliza Chamhuri, 2014. "Synthesis of Constructs for Modeling Consumers’ Understanding and Perception of Eco-Labels," Sustainability, MDPI, vol. 6(4), pages 1-25, April.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:25:y:2005:i:6:p:747-772. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.