Tangible and Intangible Elements of Tourism Products and their Relationships with Overall Customer Satisfaction: A Comparison of Six Countries


CABER M. , Albayrak T. , Aksoy S.

2010 International Conference on Business, Economics and Tourism Management, Singapore, Singapore, 26 - 28 February 2010, pp.55-59 identifier

  • Publication Type: Conference Paper / Full Text
  • City: Singapore
  • Country: Singapore
  • Page Numbers: pp.55-59
  • Keywords: Tangible, intangible, product, customer, satisfaction

Abstract

Tourism enterprises should offer their customers both tangible and intangible products which are usually complementary each other and perceived as the integral parts of a whole travel experience. Although the tangible and intangible products are dissimilar in characteristics, they can be distinguished by their effects on customer satisfaction or combined for improving customer satisfaction. In this study, hotel products have been categorized by their tangibility and intangibility as well as their influences on customer satisfaction.