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Chapter 3 vocab
Delivering quality Tourism service
| Term | Definition |
|---|---|
| Arrival | the act of coming to or reaching a place, a person or thing that has arrived, or the attainment of a goal or state |
| Assurance | the act of making a strong declaration to provide confidence, a state of firm confidence or certainty, or a specific type of insurance |
| Customer lifetime value (CLV) | the total amount of money a business expects to earn from a single customer over the entire duration of their relationship |
| Customer orientation | a business approach where a company prioritizes understanding and meeting the needs and wants of its customers |
| Customer relationship management (CRM) | a strategy and technology for managing all of a company's interactions with current and potential customers to improve relationships and drive growth |
| Departure | the act of leaving a place or the start of a journey. |
| Empathy | the ability to understand and share the feelings of another person, often by "stepping into their shoes" to see the world from their perspective |
| Guest Cycle | the process of a guest's interactions with a hotel, from making a reservation to their departure |
| Loyalty programs | a marketing strategy that rewards customers for repeat purchases and engagement with a brand |
| Moment of truth | a critical time when a decision is made or a test occurs that has significant consequences, revealing one's true nature or the reality of a situation |
| Occupancy | the act of occupying, possessing, or using a property, land, or space |
| Pre-Arrival | the time and activities that occur before a physical arrival, such as making a reservation, submitting necessary information, or receiving instructions |
| Reliability | the probability that a product, system, or service will perform its intended function without failure for a specified period of time under stated conditions, or more generally, the consistency and dependability of a measurement or source |
| Responsiveness | the quality of reacting quickly and positively to a stimulus or need |
| Service recovery | the process of a business responding to a customer's negative experience to resolve the issue, restore satisfaction, and rebuild trust |
| SERVQUAL | a marketing tool used to measure service quality by comparing a customer's expectations with their perception of the actual service received |
| Tangibility | the physical elements of a tourism experience that a tourist can see and touch, such as hotels, attractions, and transportation, which complement the intangible aspects of the service |
| Total quality (TQ) | integrates fundamental management techniques, existing improvement efforts, and technical tools under a disciplined approach focused on continuous process improvement. |
| Total quality management (TQM | a management approach focused on long-term success through customer satisfaction by involving all members of an organization in continuously improving processes, products, and services |
Created by:
Awarrior26