Hellén, Katarina; Gummerus, Johanna - In: Journal of Service Management 24 (2013) 2, pp. 130-150
Purpose – Service scholars have questioned the usefulness of the concept of tangibility/intangibility as a … tangibility/intangibility is useful, because it influences consumers' experiences with offerings. In this paper, the authors argue … that it is necessary to re‐conceptualise tangibility/intangibility to overcome the previous critique. Design …