Customer Lifetime Value (CLV)

A metric that measures the total value a customer brings to a business over the course of their relationship

A business approach that puts the needs of the customer over the needs of the business.

Customer Relationship Management

Helps companies manage their interactions with customers and potential customers. Learn more about how it's used.

The action of leaving, especially to start a journey.

The ability to understand and share the feelings of another.

Describes the stages people go through when planning and embarking on their travels.

A marketing strategy designed to encourage customers to continue to shop at or use the services of one or more businesses associated with the program.

A time when a person or thing is tested, a decision has to be made, or a crisis has to be faced.

The action or fact of occupying a place.

The first stage of a guest's experience at a hotel, and it begins when a guest chooses a hotel and makes a reservation.

The quality of being trustworthy or of performing consistently well.

The quality of reacting quickly and positively.

A process that businesses use to address and resolve customer complaints or issues, and restore customer satisfaction and trust

A multi-dimensional research instrument designed to capture consumer expectations and perceptions of a service along five dimensions which are said to represent service quality

A thing that is perceptible by touch.

A management philosophy that aims to improve the quality of an organization's products and services through continuous improvement

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.

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Ch 3 Tourism

Delivering Quality Tourism Service

Question	Answer
Arrival	The action or process of arriving.
Assurance	A positive declaration intended to give confidence; a promise.
Customer Lifetime Value (CLV)	A metric that measures the total value a customer brings to a business over the course of their relationship
Customer Orientation	A business approach that puts the needs of the customer over the needs of the business.
Customer Relationship Management	Helps companies manage their interactions with customers and potential customers. Learn more about how it's used.
Departure	The action of leaving, especially to start a journey.
Empathy	The ability to understand and share the feelings of another.
Guest Cycle	Describes the stages people go through when planning and embarking on their travels.
Loyalty Programs	A marketing strategy designed to encourage customers to continue to shop at or use the services of one or more businesses associated with the program.
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	The first stage of a guest's experience at a hotel, and it begins when a guest chooses a hotel and makes a reservation.
Reliability	The quality of being trustworthy or of performing consistently well.
Responsiveness	The quality of reacting quickly and positively.
Service Recovery	A process that businesses use to address and resolve customer complaints or issues, and restore customer satisfaction and trust
SERVQUAL	A multi-dimensional research instrument designed to capture consumer expectations and perceptions of a service along five dimensions which are said to represent service quality
Tangibility	A thing that is perceptible by touch.
Total quality (TQ)	A management philosophy that aims to improve the quality of an organization's products and services through continuous improvement
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: gdelong267

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