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The purpose of this paper is to report on the development of a collaborative Heritage Building Information Modelling (HBIM) of a 19th-century multi-building industrial site in the UK. The buildings were Grade II listed by Historic England for architectural and structural features. The buildings were also a key element of the industrial heritage and folklore of the surrounding area. As the site was due to undergo major renovation work, this project was initiated to develop a HBIM of the site that encapsulated both tangible and intangible heritage data.

The design of the research in this study combined multiple research methods. Building on an analysis of secondary data surrounding HBIM, a community of practice was established to shape the development of an HBIM execution plan (HBEP) and underpin the collaborative BIM development. The tangible HBIM geometry was predominantly developed using a scan to BIM methodology, whereas intangible heritage data were undertaken using unstructured interviews and a focus group used to inform the presentation approach of the HBIM data.

The project produced a collaboratively generated multi-building HBIM. The study identified the need for a dedicated HBEP that varies from prevailing BIM execution plans on construction projects. Tangible geometry of the buildings was modelled to LOD3 of the Historic England guidelines. Notably, the work identified the fluid nature of intangible data and the need to include this in an HBIM to fully support design, construction and operation of the building after renovation. A methodology was implemented to categorise intangible heritage data within a BIM context and an approach to interrogate these data from within existing BIM software tools.

The paper has presented an approach to the development of HBIM for large sites containing multiple buildings/assets. The framework implemented for an HBEP can be reproduced by future researchers and practitioners wishing to undertake similar projects. The method for identifying and categorising intangible heritage information through the developed level of intangible cultural heritage was presented as new knowledge. The development of HBIM to bring together tangible and intangible data has the potential to provide a model for future work in the field and augment existing BIM data sets used during the asset lifecycle.

Despite the fact that both reserchers and managers agree that consumer satisfactions is a key factor for the success of hotels, little research has been done to reveal what aspects of the hotel operation the guests consider as important when evaluating the hotel experience. Literature on total quality management often argue that all aspects of the operation should be focused on, in order to achieve high levels of consumer satisfaction. Based on a sample of business travellers, we found that most of the variance in overall satisfaction with a hotel experience is eXplained by two core factors in the hotel operation, namely intangible aspects of the reception and tangible aspects of the houskeeping department. This calls for a more focused approach to the management of guest satisfaction than generally recommended in the literature. Implications for managers and recommendations for future research are presented.

Contemporary tourism product, in terms of its systemic understanding, consists of tangible and intangible elements. These two elements lead to the increase of tourist satisfaction in a way to provide tourism products and services that match tourist expectations. Finally, tourist satisfaction is considered as a key factor influencing repeat visit intention. In line with mentioned, this study aims to empirically test a model linking tangible and intangible elements, tourist satisfaction and revisit intention.

Using data from the Montenegrin survey called Guest Survey 2010, structural equations modelling has been used to determine the impact of tangible and intangible constructs on tourist satisfaction and tourist repeat visit intention in Montenegro.

Working on a sample of 740 tourists, the results reveal that both tangible and intangible elements improve tourist satisfaction that influences tourist repeat visit intention. Noteworthy, the findings indicate that intangible elements have a stronger impact on tourist satisfaction than tangible elements have.

Tangible and intangible elements as factors of satisfaction are analysed and evaluated so that they could be improved in a way that provides superior experience to tourists, which hopefully could result in repeat visitation that is considered as a tool for boosting destination competitiveness, thus indicating the need for the systemic approach to tourism management.

This paper extends earlier tourism research by empirically analysing separately both tangible and intangible elements and their association with repeat visitation that is mediated by the tourist satisfaction. Therefore, a more holistic approach relating the antecedents of tourist repeat visit intention is proposed.

Investigates the concept of product intangibility, considers its implications for marketing, and examines the way in which managers view intangibility and cope with its marketing consequences. Draws on existing literature and results of interviews with managers in service industries across a broad range. Provides evidence which strongly suggests that product intangibility has a profound effect on the marketing of services. Suggests, also, that there is a lack of guidance for service managers in relation to tackling the problems and making use of the opportunities created by intangible products. Proposes that marketing needs to address these problems by suitably adapting existing tools and providing new concepts to explain and manage intangibility correctly.

Service scholars have questioned the usefulness of the concept of tangibility/intangibility as a characteristic of services for two reasons: first, it is ambiguous and does not differentiate between services and goods; and second, because all offerings, despite their characteristics, render service to customers. Consequently, scholars have suggested discarding the concept altogether. The purpose of this paper is to subject the concept to critical evaluation and argue that tangibility/intangibility is useful, because it influences consumers' experiences with offerings. In this paper, the authors argue that it is necessary to re‐conceptualise tangibility/intangibility to overcome the previous critique.

The authors draw upon empirical research from the service marketing and psychology literature in order to advance knowledge on the nature of tangibility/intangibility and its influence on the formation of consumer experiences.

It is proposed that tangibility/intangibility should be investigated from a consumer perspective, rather than an inherent characteristic in offerings. Also, it is shown that the concept is relevant for understanding consumer experience formation at different stages of the purchase process.

The paper provides propositions on the conceptualization of tangibility/intangibility and its relationship with pre‐, ongoing use and post‐purchase consumer experiences. The authors call for caution in dismissing tangibility/intangibility as a concept in the service marketing literature.

Attributes conveying cultural significance play a key role in heritage management, as well as in differentiating interventions in built heritage. However, seldom the relation between interventions and attributes, either tangible or intangible, has been researched systematically. How do both tangible and intangible attributes and interventions relate? What attributes make interventions on built heritage differ?

This paper conducts a systematic content analysis of forty-one international doctrinal documents—mainly adopted by the Council of Europe, UNESCO and ICOMOS, between 1877 and 2021. The main aim is to reveal and compare the selected eight intervention concepts, namely—restoration (C1), preservation (C2), conservation (C3), adaptation (C4), rehabilitation (C5), relocation (C6), reconstruction (C7) and renewal (C8)—and their definitions, in relation to attributes, both tangible and intangible. The intensity of the relationship between intervention concepts and attributes is determined based on the frequency of the mentioned attributes per intervention.

There were three key findings. First, although the attention to intangible attributes has increased in the last decades, the relationship between interventions and tangible attributes remains stronger. The highest frequency of referencing the tangible attributes was identified in “relocation” and “preservation,” while the lowest was in “rehabilitation.” Second, certain attributes play contradictory roles, e.g. “material,” “use” and “process,” which creates inconsistent definitions between documents. Third, as attributes often include one another in building layers, they trigger the intervention concepts in hierarchical patterns.

This paper explores and discusses the results of a novel comparative analysis between different intervention concepts and definitions, with a particular focus on the attributes. The results can support further research and practice, clarifying the identified differences and similarities.

The purpose of this paper is to utilise commodification for the conservation and promotion of cultural heritage in cities by developing interpretative strategies, specifically enabling access to intangible cultural heritage through its tangible parts.

In total, three case studies were conducted in the cities of Amsterdam, Genoa and Leipzig, through a workshop cycle with destination and local tourism stakeholders and citizen representatives, to develop interpretative strategies for the cities.

The paper identifies tangible and intangible cultural heritage of the three cities, and integrates them into stories and outlines the development of an interpretative strategy for destinations independent from, but aligned with, the current marketing and positioning strategy development level.

Future research should examine the integration process of interpretative strategies and heritage interpretation of cultural heritage in marketing strategies, and in particular focus on the intangible aspects.

The article integrates and highlights the value of intangible cultural heritage and interpretation of cultural heritage in general for marketing purposes through the development of an interpretative strategy improving access to destinations' cultural heritage supporting destination management. The article adds to the research discussion of the commodification of cultural heritage.

The purpose of this paper is to broaden the performance measurements of total supply chain performance.

A conceptual model is presented based on the balanced scorecard. The new model formulates a model for the tangible aspects that measure the success of the total chain which is then extended to incorporate the intangible value adding aspects to measure total value chain success.

A framework is presented showing the importance of intangible value adding aspects of the total value chain.

Future research may address in depth research associated with the five key intangible aspects given in the current model.

The practical implementation of the required metrics in such a dynamic area as the supply chain industry needs to be focused on the aspects most required at particular times depending on the varying levels of market activities.

This paper provides a broader performance model than the balanced scorecard or any other framework currently used in the supply chain literature.

The purpose of this study is to present the relationship between family support factors and Chinese college students’ online-startup thinking on live streaming platforms. Considering China's specific online entrepreneurial environment, this paper divides Chinese college students’ online-startup thinking according to the liberal–conservative thinking theory. This study classifies family support factors based on the tangible–intangible resource division theory. Different tangible and intangible factors have different impacts on their online-startup thinking.

This study tests 588 samples based on the partial least squares path modelling and variance-based structural equation modelling. This study promotes importance-performance map analysis to explore additional findings of influencing factors and provide suitable suggestions for Chinese college students and related departments.

Tangible family support factors, such as labour resources support, and intangible family support factors, such as verbal encouragement, can positively enhance Chinese college students’ liberal thinking to online-startup and decrease their conservative thinking. Meanwhile, according to importance-performance map analysis results, verbal encouragement from the intangible unit instead of financial resource support from the tangible unit has a higher total effect and performance on Chinese college students’ liberal thinking and conservative thinking.

This study draws on psychology research based on Chinese college students’ unique entrepreneurial mentality. This paper divides Chinese college students’ thinking in online-startups into liberal thinking and conservative thinking based on the liberal–conservative thinking theory. Meanwhile, according to the feature of Chinese family support factors, this paper classifies various elements based on the tangible–intangible resource division theory, which is helpful for scholars to understand that the student perceptions of the value of family support are critical to the success of the online-startup.

West Bay, the Business District of Doha, the capital city of the State of Qatar, is facing an urban regeneration phase due to the construction of the West Bay Central Train Station, a four-storey underground building hosting the intersection of two metro lines – one long-distance train and one people mover. The development of the transit village, or transit-oriented development, is raising concerns related to the need to enhance liveability (as urban quality of life) and sense of place (considering the local cultural identity). The purpose of this paper is to investigate existing urban elements, such as transit stations, as well as their impact on the liveability and identity of the place and to define a comprehensive urban regeneration strategy for the development of the distinctive urban village of West Bay.

The analysis and data collection were based on the type of data as tangible aspects which mainly include the physical, and aspects such as diversity, density, connectivity, transportation systems and public realm. Intangible factors are concluded from close and direct site observation, semi-structured in-depth interviews, as a face-to-face type of data collection with key persons in Qatar Rail, the Ministry of the Municipality and public work authorities, where the intangible aspects were briefed by economic aspects, environmental situation, social pattern and human behaviours. After siting the base ground of theoretical knowledge and site condition analysis, the authors identified a group of key factors that respond to the targeted (tangible and intangible) aspects and threats, to propose a design treatment for the site threats and highlighted issues in addition to a group of recommendations and design strategies (Charmaz, 2006; Marshall and Rossman, 2010).

From the data analysis of the site and by revisiting the literature review, a group of recommendations are formulated. The authors divided the recommendations into two types according to their method of application. The first is the design approach, where the authors propose integrated design proposals to tackle and solve the highlighted issues from the findings of site analysis (diversity, density, connectivity in addition to economic, social and environmental factors). Meanwhile, the second part represents the systematic recommendations that should be adopted and implemented to enhance the existing situation and form a guideline for further developments.

This research study could be further expanded to urban planning, urban design, social development and environmental engineering. Urban design and social development chiefly focus on the relationship between built and unbuilt forms with an eye to creating healthy, sustainable communities for current and future generations.

Because issues of social sustainability and urban design have failed to attract suitable levels of attention from local scholars, gaps have arisen in the research. Accordingly, this research study investigates the relationship between social sustainability and urban design standards in the State of Qatar with an eye to translating theoretical knowledge into applicable principles of urban planning. In doing so, it will help close the gaps in knowledge related to Qatar and GCC countries.