Intangible Services in the Tourism Industry
The tourism industry is one of the largest and fastest-growing industries in the world. It encompasses a wide range of products and services, including transportation, accommodation, attractions, activities, and more.
However, not all tourism products are tangible or physical. There are also intangible services that play a vital role in the tourism industry. In this article, we will explore what intangible services are in the tourism industry and why they matter.
What Are Intangible Services?
Intangible services are non-physical products that cannot be touched or perceived by the senses. They are often referred to as “non-material” or “immaterial” goods because they do not have a physical presence. Examples of intangible services in the tourism industry include:
- Information and Knowledge: Tourists need information about destinations, attractions, activities, events, and other aspects of their trip. This information can be provided through brochures, guidebooks, maps, websites, social media platforms, and other means.
- Communication: Tourists need to communicate with various stakeholders during their trip such as hotel staff, tour operators, guides, local residents etc.
Communication can take various forms such as verbal communication (e.g., face-to-face conversation) or written communication (e., email).
- Counseling and Advice: Tourists often require counseling on travel-related matters such as visa requirements, health risks etc. Travel agents and other travel professionals provide counseling services to tourists.
- Booking and Reservation: Tourists book hotels rooms , flights , tours , cars etc . This service is provided by online travel agents (OTAs), tour operators or directly from suppliers websites.
Why Do Intangible Services Matter?
Intangible services play a critical role in the tourism industry. Here are some reasons why:
Enhancing Tourist Experience
Intangible services help to enhance the tourist experience by providing them with useful information, advice, and support. Tourists who are well-informed and feel supported during their trip are more likely to have a positive experience and return as repeat customers.
Building Trust and Credibility
Intangible services help to build trust and credibility between tourists and tourism stakeholders such as travel agents, tour operators, hotels, etc. Tourists who receive high-quality intangible services are more likely to trust the recommendations and advice of travel professionals and other stakeholders.
Adding Value to Tourism Products
Intangible services add value to tangible tourism products such as accommodation or transportation. For example, a hotel that provides excellent customer service through its staff is more likely to attract repeat customers than a hotel with poor customer service.
The Bottom Line
Intangible services are an essential component of the tourism industry. They provide tourists with valuable information, advice, support, and other non-physical products that enhance their travel experience.
The success of the tourism industry depends on the quality of these intangible services provided by various stakeholders such as travel agents, tour operators, hotels etc.