Term
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Definition
| Higher prices, higher market share, loyalty |
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Term
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Definition
| Service script, back stage vs on stage, actors with roles |
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Term
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Definition
| Factors of Quality compared to Expected and Perceived Service creates Perceived Service Quality=satisfaction level |
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Term
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Definition
| Tangibles, Empathy, Assurance, Reliability, Responsiveness |
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Term
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Definition
| Quality+Perceived Value+Satisfaction |
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Term
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Definition
Committed to delivering value
Empowering employees to foster innovation
Everyone Accountable
Motivation to excel |
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Term
| Methods to ensure quality |
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Definition
learn and understand customer needs
Emphasizing team goals
Select and Train the right people |
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Term
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Definition
caused by breaks in the service script
the key is knowing there is a problem |
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Term
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Definition
unconditional
easy to understand
meaningful
easy to collect restitution
appropriately compensated |
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Term
| Service Recovery Restitution |
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Definition
L-listen
A-acknowledge
U-understand
G-give solutions
H- hit it home |
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Term
| Difference between economics and politics of tourism |
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Definition
economics is numbers and is quantity of life
politics is quality of life and decision making |
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Term
| Variables for estimating tourism activity |
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Definition
| number of visitors multiplied by money spent per tourist |
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Term
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Definition
| when one industry yields higher returns than other industries |
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Term
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Definition
| what a buyer gives up in order to purchase something |
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Term
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Definition
| what a buyer gives up in order to purchase something |
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Term
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Definition
| when new money is respent in a local economy |
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Term
| economic benefits of tourism |
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Definition
tourism dollars are stable
introduces economic diversity
encourages entrepreneurial activity
economic incentive to improve |
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Term
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Definition
tourism creates jobs
tax money
govt can fund infrastructure improvement |
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Term
| taxes associated with tourism |
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Definition
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Term
| public/private partnership |
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Definition
| some members are govt officials some are private citizens. Convention Centers, CVBs, and Chambers are examples |
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Term
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Definition
| constituent groups competing for finite resources: tourism business owners, other business owners, their employees, gov't officials, tax payers, local community, and tourists |
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Term
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Definition
Physical-limit on the actual number of people an area can hold
environmental-limit before area becomes undesirable
Ecological-limit before ecological damage is incurred |
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Term
| variables to determine carrying capacity |
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Definition
number of visitors
amount of use per visitor
quality of resource management design
number of residents and their needs
number of others using resources |
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Term
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Definition
cognitive maps-image when not there
organic images-through visitation, pictures, friends
induced- generated through marketing |
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Term
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Definition
Culture is the practices of a society.
Tourism brings in more money, brings people together,
increases critical mass
can help preserve cultural and historical sights |
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Term
| Seven consequences of tourism |
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Definition
social carrying capacity
demonstration effect
loss of local jobs
best jobs go to foreigners
crime and moral character shift
loss of culture and language
acculturation |
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Term
| principles and benefits of ecotourism |
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Definition
blends with local culture
focus on preexisting activities and attractions
local ownership
uses local resources
resource conservation |
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Term
| mass tourism versus green tourism |
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Definition
mass tourism is large, uncontrolled, and unplanned. There is poor labor education and scattered development. Money goes international.
Green tourism- small, planned, controlled. Local development, money stays local, preservation. |
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Term
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Definition
| gathering info like zip codes, phone numbers, emails, etc |
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Term
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Definition
| when competitors agree to share the limited resources at hand. |
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Term
| main fear of tourism managers |
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Definition
| we will lose the "human touch." |
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Term
| adventure vs extreme tourism |
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Definition
skiing, hiking, sailing, etc
heightened risk and challenge ie rockclimbing, sky diving |
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Term
| why researchers do research |
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Definition
product- to increase, decrease, or alter; determine prospective guests, determine demand
Price- optimal stragety
Place- location decisions
Promotion- when, where, to who? |
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