Customer lifetime value (CLV)

the total revenue or profit a business expects from a single customer over the entire duration of their relationship

a business strategy where a company prioritizes understanding and meeting the needs of its customers across all departments, from product development to customer service.

Customer relationship management (CRM)

a strategy and technology for managing all interactions with customers and potential customers to improve relationships, boost sales, and increase retention

most commonly means the act of leaving a place, such as an airplane's departure from an airport.

the ability to understand and share the feelings of another.

the sequence of activities a hotel guest goes through, from the initial reservation to their final departure.

a marketing strategy that rewards customers for repeat business with incentives like points, discounts, and exclusive offers.

"refers to a critical or decisive time when a decision with important consequences must be made.

the action or fact of occupying a place.

the period of planning and preparation that occurs before an event, trip, or other event.

the quality of being trustworthy or of performing consistently well.

the quality of reacting quickly and positively.

the process of responding to and resolving issues after a customer has a negative experience to restore their satisfaction and loyalty

a research tool and model used to measure service quality by comparing customer expectations with their perceptions across five key dimensions: tangibles, reliability, responsiveness, assurance, and empathy.

the quality of being perceptible by touch, or being real and concrete.

is a management approach where every member of an organization participates in the continuous effort of improving quality, with a focus on customer satisfaction and long-term success.

Total quality management (TQM)

an organization-wide management approach focused on continuous improvement of products, services, and processes to achieve long-term success and customer satisfaction.

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Chapter 3 Tavel

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 revenue or profit a business expects from a single customer over the entire duration of their relationship
Customer orientation	a business strategy where a company prioritizes understanding and meeting the needs of its customers across all departments, from product development to customer service.
Customer relationship management (CRM)	a strategy and technology for managing all interactions with customers and potential customers to improve relationships, boost sales, and increase retention
Departure	most commonly means the act of leaving a place, such as an airplane's departure from an airport.
Empathy	the ability to understand and share the feelings of another.
Guest Cycle	the sequence of activities a hotel guest goes through, from the initial reservation to their final departure.
Loyalty programs	a marketing strategy that rewards customers for repeat business with incentives like points, discounts, and exclusive offers.
Moment of truth	"refers to a critical or decisive time when a decision with important consequences must be made.
Occupancy	the action or fact of occupying a place.
Pre-Arrival	the period of planning and preparation that occurs before an event, trip, or other event.
Reliability	the quality of being trustworthy or of performing consistently well.
Responsiveness	the quality of reacting quickly and positively.
Service recovery	the process of responding to and resolving issues after a customer has a negative experience to restore their satisfaction and loyalty
SERVQUAL	a research tool and model used to measure service quality by comparing customer expectations with their perceptions across five key dimensions: tangibles, reliability, responsiveness, assurance, and empathy.
Tangibility	the quality of being perceptible by touch, or being real and concrete.
Total quality (TQ)	is a management approach where every member of an organization participates in the continuous effort of improving quality, with a focus on customer satisfaction and long-term success.
Total quality management (TQM)	an organization-wide management approach focused on continuous improvement of products, services, and processes to achieve long-term success and customer satisfaction.

Created by: lbreton

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