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ch 3 tourism vocab
| Question | Answer |
|---|---|
| Arrival | the action or process of arriving |
| Assurance | a confident belief in one's abilities or a strong belief that something will happen, a pledge or guarantee, or a type of financial coverage for events that are certain to occur |
| Customer lifetime value (CLV) | measures the total financial worth of a customer to a business over their entire relationship, calculated by multiplying Average Purchase Value, Average Purchase Frequency, and Average Customer Lifespan |
| Customer orientation | a business strategy that prioritizes customer needs and wants, making them the focus of all business decisions and activities to create value and drive growth |
| Customer relationship management (CRM) | a strategic approach, supported by integrated software, that centralizes customer data to manage and analyze customer interactions across sales, marketing, and service |
| Departure | the act of leaving a place or the timing of a leaving |
| Empathy | the ability to understand and share the feelings of another |
| Guest Cycle | the series of stages a guest experiences when interacting with a lodging establishment, from the initial decision to travel through to the post-departure period |
| Loyalty programs | marketing strategies that reward customers for repeat purchases with benefits like discounts, free products, or exclusive offers, aiming to improve customer retention and lifetime value |
| Moment of truth | a time when a person or thing is tested, a decision has to be made, or a crisis has to be faced |
| Occupancy | the action or fact of occupying a place |
| Pre-Arrival | tasks, activities, or information provided before a guest, student, or traveler arrives at a final destination or service |
| Reliability | the quality of being trustworthy or of performing consistently well |
| Responsiveness | the quality of reacting quickly and positively |
| Service recovery | a company's systematic response to a customer's negative experience, aiming to resolve the problem, restore satisfaction, and ultimately turn a dissatisfied customer into a loyal advocate for the business |
| SERVQUAL | is a widely used framework for assessing and measuring service quality, developed in the 1980s by Parasuraman, Zeithaml, and Berry |
| Tangibility | capable of being perceived especially by the sense of touch |
| Total quality (TQ) | is a management approach that focuses on enhancing the quality of products and services through customer satisfaction |
| Total quality management (TQM) | is a comprehensive management approach focused on continuous improvement, customer satisfaction, and employee involvement across all levels of an organization |
Created by:
gsmith26