..., in a systematic manner, distinguish, categorise and perceive offerings to be tangible or intangible in nature (Carter and Gilovich, 2010 ; Van Boven, 2005). Tangibility Intangibility Consumers Consumer research Marketing Consumer experiences Marketing theory Service‐dominant logic Resource type...

... – are included in Figure 1 as they have been shown to affect the strength of the relationships between the core constructs of the model. © Emerald Group Publishing Limited 2006 Consumer research Communication technologies Consumer behaviour It is widely accepted that developments...

... Emerald Group Publishing Limited 2004 Service control Service delivery Specific performance standard Consumer research The concept of expectations plays an important role in most contemporary discussions of service quality. Despite this widespread use of the term, there is still much...