TM 7

2nd Sem AY 2022-2023

Tours and Travel Management

Mia Cheryl E. Casiracan

Northwest Samar State University
MODULE 1
Travel Intermediary Sector and Tour Operations
 Lesson 1
_______________________
The Service Providers
of the Tourism Industry
The Service Providers
in the Tourism Industry
PRODUCTS VS. SERVICES
Are they the same or different?
 Is Tourism a
Product or a Service?
 Is Tourism
a Product or a Service?

Tourism is a service-based industry with unique products which are

a combination of tangible and intangible components.

Tangible : natural environment, hotels, restaurants, resorts, food, support

facilities, festivals
Intangible : image, hospitality, courtesy, peace, friendliness, helpfulness,
ambiance, security, weather, climate, accessibility, safety, etc.
(DOT 2013)
A tourism product is the range of experiences people get while travelling. Tourism products
consist of a variety of components such as natural and human-made resources, tourist
attractions, services, etc.
These products are used to satisfy tourists’ leisure or business needs at places other than
their own usual place of residence.
Key features of tourism products:

Intangibility: tourism products can’t be touched (a visit to a museum, flight experience);

Immovability: tourism products can’t be moved (waterfalls, mountains, places of interest);
Inconsistency: tourism products always differ and are affected by numerous factors such as
weather conditions, other travelers’ behavior, seasons, etc.
Perishability: tourism products cannot be warehoused for future sales.
For example, it is impossible to sell train tickets, if it has already left the
station.
Other Definitions:

(Jefferson and Lickorish, 1988)

Tourism product is a satisfying activity at a desired destination.

(Lewis and Chambers, 1989)

Tourism product is composed of goods, environment and services.
(Medlik and Middleton, 1973)
Tourism product is a bundle of activities, services and benefits that constitute the
entire tourism experience.
This bundle consists of five components:
 destination attractions,
 destination facilities
 accessibility
 images
 price
The word “experience” always comes to mind when “tourism product” is
mentioned.

Experience represents things that we can do, see, eat, buy, have, and
learn at destination.

This experience can be interpreted as the totality of the travel experience

from the time of preparation to the time the traveler has returned home.

Or it can simply mean what happens actually at the destination.

(Smith, 1995)
TOURISM PRODUCT MODEL

1. The Physical Plant – core of the any tourism product;

site, natural resources, facility, fixed property like hotels, mobile equipment like cruise
ship, conditions of the physical environment such as weather, water quality, and
tourism infrastructure
2. Service – the technical performance of specific tasks required to meet the needs of
tourists.
such as hotel engaged in management, front desk operation, housekeeping ,
maintenance and food and beverage provisions

3. Hospitality – the “enhanced service” or “something extra” , the attitude or style in

which the task is performed.
sensitivity to the pressures on a business traveler, encouragement to play for pleasure
travelers
4. Freedom of Choice – acceptable range of options in order for the experience be
satisfactory
varies with the traveler’s budget, previous experience, knowledge and reliance on a t
ravel agent or pre-packaged tours

5. Involvement – participation of consumers in some degree, in the delivery of

services. A sense of engagement, of focusing on the activity – whether for pleasure
or business.
physical , intellectual, and/or emotional involvement
TYPES OF TOURISM PRODUCTS
1. Tourism Oriented Products
These products or services are created specifically for tourists, but can also be
used by local residents (hotels, motels, F&B, tourism information centers, souvenir
outlets, etc.)

2. Resident Oriented Products

ROPs are created mostly for local residents but can be used by tourists (health
services, parks, retail shops, local transport, etc.)

3. Background Tourist Elements

This type of products is also known as Basic Tourism Products and includes social,
cultural, natural and geographical attractions
 Are we,
a Tourism or a Hospitality Industry?
All businesses offering tourism services and experiences to
consumers when the latter are travelling and
performing tourism activities.

These businesses include transport companies,

hospitality companies, travel agents and tour operators and
other tourism-related companies directly involved
in servicing tourists’ needs.
Sectors of Tourism Industry Sectors of Hospitality Industry
Attractions Accommodation
Transportation Food and Beverage
Accommodation Travel and Tourism
Food and Beverage Entertainment and Gaming
Adventure and Recreation
Events and Conferences
Tourism Services
Travel Trade/Travel Intermediaries
 Is there a difference between
Travel Industry or Tourism Industry?
Tourism industry is centered on tourism, which is the specific act of travelling to
a different location, either for business or pleasure.

Travel industry is simply related to a person’s travel from one place to another,
and the various services they use in that process.
The travel industry is concerned with providing services related to travel from
one location to another. This includes services that are directly related to the
travel itself, such as transportation, but also includes services related to catering
for travellers’ needs and wants after they have arrived at their destination.

It is often associated with the tourism industry which there is a significant cross-
over between the two, especially in terms of the businesses that fall under their
respective umbrellas.
Travel Industry: Sectors and Company

Transportation: airline, car rental, water transpo, coach, railway

Accommodation: hotels, shared accommodation, camping, bed and breakfast,
cruises, farmhouse and agritourism, time-share accommodation
F & B: restaurants, cater, nightclubs, bar and cafes
Entertainment: casinos, tourist information, tourist guides and tour
Connected Industries: financial services, travel agents, tour operators, online
travel agents, tourism organizations, educational institutions
 Thank You
END of Module 1

Any questions?
You can find me at:
▰ mia.casiracan@nwssu.edu.ph
▰ https://web.messenger.com/miacherylcasiracan