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The Importance of Tangibles

Tangibles are all the things you come into contact with as you get your product or service, like furniture, music, or employee dress code. These important details can help present your company just the way you want. In this module, you will learn how the tangible aspects of a store or service can help customers and employees more easily accomplish their goals, as well as communicate to the customer about the brand.

About This Module

Tangibles are all the things you come into contact with as you get your product or service, like furniture, music, or employee dress code. These important details can help present your company just the way you want. In this module, you will learn how the tangible aspects of a store or service can help customers and employees more easily accomplish their goals, as well as communicate to the customer about the brand.

Course Staff

Course Staff Image #2

Dr. Kathryn K. Eaton

Clinical Associate Professor of Marketing
Center for Services Leadership
W.P. Carey School of Business
Arizona State University

Course Staff Image #1

Dr. Mary Jo Bitner

Professor and Edward M. Carson Chair
Co-Executive Director, Center for Services Leadership
W. P. Carey School of Business
Arizona State University

Course Staff Image #2

Dr. Douglas Olsen

Associate Professor of Marketing
Center for Services Leadership
W.P. Carey School of Business
Arizona State University

References

Whittemore, C.B. (2017, July 24). Exploring the Customer Experience In-Store & Online. Retrieved from https://www.simplemarketingnow.com/blog/flooring-the-consumer/bid/137884/bathrooms-affect-retail-experience-say-studies

Zeithaml, V., Bitner, M. J., and Gremler, D. (2017). Services Marketing: Integrating customer focus across the firm, 7th. Ed. New York: McGraw-Hill.

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  1. Course Number

    Advanced Customer Service
  2. Classes Start

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