It is essential to note that the intangible aspects of services offered by H&T organizations are critical in customer satisfaction. This is because the main difficulty related to the intangibility of services is that customers cannot often see, feel, and test these services when they order or buy them (Gronroos, 2007; Kandampully, 2007). Prior to their purchase, they may try to evaluate services as much as they can by looking at the interior of a hotel or a restaurant and the appearance and behavior of the employees. In most cases, customers tend to rely on the image or the goodwill of H&T organizations. In order to overcome potential problems and dissatisfaction in these areas, some H&T companies publicize their service promises and offer a 100 percent satisfaction guarantee.