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Ch.3 Travel
Delivering Quality Tourism Service
| Term | Definition |
|---|---|
| Arrival | The act of reaching a place or the time or way someone |
| Assurance | A positive declaration intended to give confidence |
| Customer lifetime value (CLV) | The total net profit a business expects to earn from a customer over the entire duration of 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) | A technology system used by businesses to manage and analyze customer data and interactions throughout the customer lifecycle, from initial contact to sales and service |
| Departure | The action of leaving, especially to start a journey |
| Empathy | The ability to understand and share the feelings of another |
| Guest Cycle | The step-by-step process a guest goes through from making a reservation to checking out and beyond, encompassing four main stages: Pre-arrival, Arrival, Occupancy (Stay), and Departure |
| 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 | A tool for measuring service quality by assessing the gap between customer expectations and their perceptions of the actual service delivered, based on five dimensions: Reliability, Assurance, Tangibles, Empathy, and Responsiveness (RATER) |
| Tangibility | The quality of being perceivable by touch or of having a physical, material substance |
| Total Quality (CQ) | 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 strategic organizational approach that focuses on enhancing product and service quality through ongoing, company-wide efforts to improve processes, products, and services |
Created by:
Ajones2616