Which of the following would be identified in a business case as an intangible cost?

In a business case, intangible costs represent non-quantifiable expenses that impact the organization’s performance but are not directly measurable in financial terms. Loss of goodwill fits this criterion, as it refers to the negative impact on a company’s reputation, customer relationships, or brand value due to various factors such as customer dissatisfaction, negative publicity, or inherent risk in a project. While this loss can have financial implications in the long run, it is challenging to assign a precise monetary value to it, making it an intangible cost.

In contrast, the other options represent tangible costs that can be directly measured and quantified. Licences for a new software package, the hire of a consultant for a study, and the purchase of a new telephone system all involve specific expenditures that can be easily calculated and accounted for in financial terms. These costs contribute to the organization's tangible financial outflow, distinguishing them from the intangible nature of goodwill loss.