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