Customer lifetime value

the total net profit a business expects to earn from a single customer over the entire duration of their relationship

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 for managing a company's interactions with current and potential customers to improve relationships and drive sales growth.

the action of leaving, especially to start a journey.

the ability to understand and share the feelings of another.

specify to the distinct stages of guest communication between the hotel and guests. . :Pre – Arrival, Arrival, Stay/Occupancy and Departure.

a marketing strategy to reward customers for repeat purchases and ongoing engagement, using incentives like points, discounts, or exclusive perks to foster customer retention and build lasting relationships.

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

the proportion of accommodations occupied or in use, typically in a hotel.

anything that happens, is arranged, or is processed before a specific event, person, or item arrives at its destination.

the quality of being trustworthy or of performing consistently well.

the quality of reacting quickly and positively.

the process a business uses to address a customer's negative experience with a product or service.

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).

is the quality of being perceptible by touch,

a management approach focused on continuous improvement and long-term success by involving every member of an organization in improving quality to meet customer needs

Total quality management (TQM)

a management approach focused on continuous improvement and long-term success by involving every member of an organization in improving quality to meet customer needs

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Chapter 3 travel

Delivering quality tourism service

Term	Definition
Arrival	the action or process of arriving.
Assurance	a positive declaration intended to give confidence; a promise.
Customer lifetime value	the total net profit a business expects to earn from a single customer over the entire duration of their relationship
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 for managing a company's interactions with current and potential customers 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	specify to the distinct stages of guest communication between the hotel and guests. . :Pre – Arrival, Arrival, Stay/Occupancy and Departure.
loyalty programs	a marketing strategy to reward customers for repeat purchases and ongoing engagement, using incentives like points, discounts, or exclusive perks to foster customer retention and build lasting relationships.
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 proportion of accommodations occupied or in use, typically in a hotel.
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	the process a business uses to address a customer's negative experience with a product or service.
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	is the quality of being perceptible by touch,
Total quality (TQ)	a management approach focused on continuous improvement and long-term success by involving every member of an organization in improving quality to meet customer needs
Total quality management (TQM)	a management approach focused on continuous improvement and long-term success by involving every member of an organization in improving quality to meet customer needs

Created by: elebarron27

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