The act of a visitor entering a country, region, or accommodation for a trip

the confidence that services and experiences will meet a certain standard of quality, safety, and reliability

Customer lifetime value (CLV)

the total revenue a travel business expects from a single customer over the entire duration of their relationship, including repeat bookings, referrals, and other interactions

Customer relationship management (CRM)

a strategic approach that uses technology to manage and analyze interactions with customers to improve relationships, increase retention, and drive profitability

the act of a traveler leaving a place, such as a hotel or country, or the scheduled time for a vehicle like a plane or train to leave

the ability to understand and share the feelings, perspectives, and experiences of others

the process representing a guest's complete experience with a hotel, from the initial booking to their departure

a marketing strategy that rewards frequent customers for their continued spending with a specific travel brand, encouraging repeat business and building brand loyalty

any interaction between a customer and a service provider that forms a positive or negative impression of the brand

the percentage of available rooms, beds, or units that are sold or occupied during a specific period

the stage of the guest cycle that includes all interactions with a travel company before the guest physically arrives

the consistency and dependability of a service or product to perform as expected and meet the customer's requirements over time

the quality of service that involves a company's or individual's prompt and willing ability to provide assistance, address needs, and solve problems for customers

the process of addressing and resolving a customer's negative experience to regain their satisfaction and trust

the process of a service provider correcting a service failure to turn a dissatisfied customer into a satisfied one, aiming to regain trust and loyalty

the physical elements of a service that a customer can see and touch

a management approach that focuses on continuously improving all aspects of a tourism business to consistently meet or exceed customer expectations

Total quality management (TQM)

focuses on continuous improvement, customer satisfaction, and employee involvement to enhance service quality and operational efficiency.

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Ch. 3

Question	Answer
Arrival	The act of a visitor entering a country, region, or accommodation for a trip
Assurance	the confidence that services and experiences will meet a certain standard of quality, safety, and reliability
Customer lifetime value (CLV)	the total revenue a travel business expects from a single customer over the entire duration of their relationship, including repeat bookings, referrals, and other interactions
Customer relationship management (CRM)	a strategic approach that uses technology to manage and analyze interactions with customers to improve relationships, increase retention, and drive profitability
Departure	the act of a traveler leaving a place, such as a hotel or country, or the scheduled time for a vehicle like a plane or train to leave
Empathy	the ability to understand and share the feelings, perspectives, and experiences of others
Guest cycle	the process representing a guest's complete experience with a hotel, from the initial booking to their departure
Loyalty programs	a marketing strategy that rewards frequent customers for their continued spending with a specific travel brand, encouraging repeat business and building brand loyalty
Moment of truth	any interaction between a customer and a service provider that forms a positive or negative impression of the brand
Occupancy	the percentage of available rooms, beds, or units that are sold or occupied during a specific period
Pre- arrival	the stage of the guest cycle that includes all interactions with a travel company before the guest physically arrives
Reliability	the consistency and dependability of a service or product to perform as expected and meet the customer's requirements over time
Responsiveness	the quality of service that involves a company's or individual's prompt and willing ability to provide assistance, address needs, and solve problems for customers
Service recovery	the process of addressing and resolving a customer's negative experience to regain their satisfaction and trust
SERVQUAL	the process of a service provider correcting a service failure to turn a dissatisfied customer into a satisfied one, aiming to regain trust and loyalty
Tangibility	the physical elements of a service that a customer can see and touch
Total quality (TQ)	a management approach that focuses on continuously improving all aspects of a tourism business to consistently meet or exceed customer expectations
Total quality management (TQM)	focuses on continuous improvement, customer satisfaction, and employee involvement to enhance service quality and operational efficiency.

Created by: kbauer26

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