Another important intangible element is service culture By participating in the service delivery process, customers influence and even create perceived service culture. High levels of intangibility call for image building and maintenance to attain reliance based on reputation and subjective impressions of the service (Cowell, 1988). In the long run, image depends mainly on what the organization actually provides but in the short run image can be used as a tool for the creation of new reality (Normann, 1991).