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Ch 3 Travel

Delivering Quality Tourism Service

TermDefinition
Arrival The action of arriving
Assurance A positive declaration intended to give confidence
Customer Lifetime Value A business metric that estimates the total revenue or profit a customer will generate during their entire relationship with a business
Customer Orientation A business philosophy that places the customer at the center of every decision and actions
Customer relationship management A system for managing a company’s interactions with current and potential
Departure the action of leaving, especially to start a journey
Empathy the ability to share and understand feelings with others
Guest Cycle various stages that a guest goes through during their stay
Loyalty Programs a marketing strategy designed to reward customers for their repeat purchases and brand 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 refers to preparations made before an arrival
Reliability the quality of being trustworthy or of performing consistently well
Responsiveness the quality of reacting quickly and positively
Service Recovery defined as an organization's resolution of problems from dissatisfied customers, converting those customers into loyal customers
SERVQUAL framework for assessing service quality
Tangibility is the property of being able to be perceived, especially by the sense of touch
Total Quality Management a management approach that focuses on long-term success through customer satisfaction by embedding quality in every aspect of an organization
Created by: Aparks26sccs
 

 



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