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Chapter 3: Travel
Delivering Quality Tourism Services
| Term | Definition |
|---|---|
| Arrival | the action or process of arriving. |
| Assurance | a positive declaration intended to give confidence; 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 |
| Customer orientation | a business approach where the customer's needs, wants, and success are prioritized and integrated into all business operations and decisions |
| Customer relationship management (CRM) | a strategic business approach, often powered by software, to manage and analyze customer interactions and data |
| Departure | the action of leaving, especially to start a journey. |
| Empathy | the ability to understand and share the feelings of another. |
| Guest Cycle | a hotel management concept outlining the four main stages of a guest's interaction with a hotel: Pre-arrival, Arrival, Stay (Occupancy), and Departure. |
| Loyalty programs | a marketing strategy to reward customers for repeat purchases and ongoing engagement |
| 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 | 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 |
| Tangibility | the quality of being real, perceptible by touch, or able to be grasped by the mind, such as a tangible asset or tangible evidence. |
| Total quality (TQ) | a holistic management philosophy and system focused on continuous improvement of quality, cost, and performance |
| Total quality management (TQM) | a holistic management approach centered on quality, involving everyone in the organization to achieve long-term customer satisfaction and benefits for all stakeholders |
Created by:
Sbowers26