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Ch 3 travel
Delivering Quality Tourism Service
| Term | Definition |
|---|---|
| Arrival | the action or process of arriving |
| Assurance | positive declaration intended to give confidence or a promise |
| Customer lifetime value (CLV) | the total profit a company can expect to earn from a customer over their entire relationship with the business, from their first purchase to their last |
| Customer orientation | a business philosophy and practice that places the customer's needs, wants, and satisfaction at the center of all operations |
| Customer relationship management (CRM) | a business strategy and technology system for managing all customer interactions to improve relationships and drive sales growth |
| Departure | the action of leaving especially to start a journey |
| Empathy | the ability to understand and share the feelings of another |
| Guest Cycle | the hotel process that describes the journey of a guest from their initial contact with the hotel to their final departure |
| Loyalty programs | a marketing strategy where businesses reward customers for repeat purchases and engagement, encouraging them to continue doing business with the company instead of competitors |
| 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 | anything that happens, is arranged, or is processed before a specific event, person, or item arrives at its destination |
| Reliability | the quality of being trustworthy or of performing consistently well |
| Responsiveness | the quality of reacting quickly and positively |
| Service recovery | aiming to restore customer satisfaction and loyalty by fixing the problem and turning a negative situation into a positive or neutral one |
| SERVQUAL | The goal is to identify gaps between what customers expect and what they actually perceive, allowing businesses to improve service delivery and customer satisfaction |
| Tangibility | the quality of having physical substance and being capable of being touched, felt, or perceived by the senses, such as a tangible object |
| Total quality (TQ) | a business philosophy and management approach focused on achieving long-term success through customer satisfaction by involving all employees in a continuous process of improving quality, products, and services |
| Total quality management (TQM) | a continuous improvement-focused management philosophy that involves everyone in an organization in a unified effort to enhance quality of products, services, and processes to achieve long-term success and customer satisfaction |
Created by:
mhein26