About this document
Intangibility in Tourism and Hospitality by MARASIGAN, IMY B. is a document available to read on EtoBox.
This document discusses four key characteristics of the tourism and hospitality industry: intangibility, limited lifespan, aggregability, and heterogeneity. For each characteristic, the impact on customer experience, employees delivering services, and operations managers is examined. Intangibility poses challenges for measuring and standardizing service quality. A limited lifespan due to COVID-19 impacts employee job security and increases pressure on operations managers. Aggregability requires integratin
- Author
- MARASIGAN, IMY B.
- Language
- EN