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Chapter 3 Travel
Delivering Quality Tourism Service
| Term | Definition |
|---|---|
| Arrival | the action or process of arriving |
| Assurance | confidence or certainty in one's own abilities |
| Customer lifetime value (CLV) | the total amount of revenue a business expects to generate from a single customer over their relationship with the company |
| Customer orientation | a business approach where the customer's needs, wants, and success are prioritized and integrated into all business operations and decisions, rather than the business's immediate needs |
| Customer relationship management (CRM) | centralizes customer data, tracks interactions, and supports sales, marketing, and customer service efforts to improve customer relationships and business efficiency |
| Departure | the action of leaving, especially to start a journey |
| Empathy | the ability to understand and share the feelings of another |
| Guest Cycle | specify to the distinct stages of guest communication between the hotel and guest |
| Loyalty programs | a marketing strategy that offers incentives, such as points, discounts, or exclusive access, to encourage customers to repeat purchases and remain loyal to a brand |
| 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 act of possessing, residing in, or using a property or space for its intended purpose, whether for living, working, or as a tenant |
| 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 | a customer service process where a company identifies and addresses a service failure or negative customer experience to restore customer satisfaction and trust |
| SERVQUAL | Service Quality |
| Tangibility | the quality of being perceptible, particularly by the sense of touch, and refers to something that has a physical, real, or concrete existence |
| Total quality (TQ) | a management approach focused on long-term success through customer satisfaction by involving every employee in continuous improvement of processes, products, and services to meet and exceed customer expectations |
| Total quality management (TQM) | a system of management based on the principle that every staff member must be committed to maintaining high standards of work in every aspect of a company's operations |
Created by:
mdelmonte