Most textbooks will describe a fast food (or quick serve) outlet as having a balanced mix of tangible and intangible elements the various menu items are clearly tangible and the intangible elements are the use of the facilities (that is, seating, rest rooms, and playground) as well as the actual customer service provided. And tangible elements such as decor, building, kitchen equipment, the food items remain behind the intangible but obviously necessary for the service (shoemaker, shaw 2008) another distinct character of service is perishability which is closely related to the intangibility.
Intangible service is defined by the overall customer experience examples include ensuring all food on the menu is of good quality and that the dining area is warm and inviting, and making sure waiters are well-trained. Conversely, a tangible product, manufactured under close supervision in a factory and delivered through a planned and orderly network, is much more likely than an intangible product to fulfill the promised expectation.
Intangible products include all goods sold to customers that can't actually be seen, touched, sniffed or otherwise handled by the consumer examples of intangible products include insurance, tax services, cell phone service, some computer software and transportation services businesses use the. Their introduction of “speedee service system” in 1948 established the principles of the modern fast food restaurant it revolutionized the american restaurant industry by imposing discipline on the production of hamburgers, french fries, and milk shakes. Marić d et al: analysis of tangible and intangible hotel service quality components industrija, vol44, no1, 2016 9 delivery of superior-quality service a company’s business success – high profitability, level of sales and market share, are always based on customer.
Customer retention in fast food industry usman ali warraich keywords: customer retention, service quality, fast food industry 1 introduction tangible and intangible fundamentals that aremost essential to consumers service quality has been related to customer satisfaction, contentment and loyalty as well as the business performance.
In ordinary sense, an intangible good should not be confused with a service since a good is an object, whereas a service is an activity or labor so a haircut is a service, not an intangible good tangible goods .