Three reverse-scored items measure the degree to which a consumer has difficulty describing or specifying the detailed characteristics of a product, reflecting perceived intangibility.
Laroche, M., Yang, Z., McDougall, G. H. G., & Bergeron, J. (2005). Internet versus bricks-and-mortar retailers: An investigation into intangibility and its consequences. Journal of Retailing, 81(4), 251–267.
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