無形性

無形性（英語：Intangibility）指缺乏可觸及之屬性，從而難以評估服務質素^[1][2][3]，而服務的其他關鍵特徵包括易逝性、不可分割性和易變性^[4]。

參考資料

1. Bateson, John E. G. (1979), Why we need service marketing, in Conceptual and theoretical developments in marketing, O. C. Ferrell, S.W. Brown, & C. W. Lamb Jr., eds. Chicago, IL: American Marketing Association, 131–146.
2. Laroche, Michel, Jasmin Bergeron, & Christine Goutaland (2001), A three-dimensional scale of intangibility, Journal of Service Research, 4(1), 26–38.
3. Mittal, Banwari (1999), The advertising of services: Meeting the challenge of intangibility, Journal of Service Research, 2(1), 98-116.
4. Zeithaml, Valarie A., A. Parasuraman, & Leonard L. Berry (1985). Problems and strategies in services marketing. Journal of Marketing, 49(2), 33-46.