Exam 1 Study Guide Flashcards
Tourism
Temporary movement of people to a destination outside their normal places of work and residence, the activities undertaken during their stay in those destinations, and the facilities created to cater to those needs.
Push and Pull factors
Travelers are “pushed” to travel by personality traits or individual needs and wants, and “pulled” to travel by appealing attributes of travel destinations.
Allocentric Personalities and travel
Venturers are seeking adventure through travel, whereas dependables are seeking the comforts of familiar surroundings in their tourism experiences.
Needs in travel
Task of meeting diverse needs and wants led to the idea of market segmentation.
Heterogeneous market
Composed of people having different characteristics and needs.
Homogeneous market
Composed of people with similar characteristics and needs.
SMERFs
Social Military Education Religious Fraternal
Facilitating goods
Tangible items that support or accompany the service being provided.
Mature travelers
People aged 55 and older; also called “senior citizens.”
5 service quality dimensions
Tangibles, Reliability, Responsiveness, Assurance, Empathy
Service Guarantees
Unconditional, Easy to understand, Meaningful, Easy to collect, Appropriate compensation.
Travel agents
As consultants, spend much of their time researching travel products and conferring with clients.
Types of tours
Independent-least structured Foreign Independent (FITs)/Domestic Independent (DITs)-fills particular needs of traveler Hosted-Services from host Escorted-Most structured
Mark-ups on tour packages
A mark up pricing strategy involves setting the prices of your tours and activities in order to ensure that you make a profit on each sale.
Customer relation management
Process of cultivating long-term customer relationships.. Creating win-win situations for both customers and suppliers.
Enterprise resource planning system (ERP)
A system designed to combine all information sources, subsystems, and processes from various locations into one unified system.
Technology effects on tourism
Offers challenges and opportunities. Advances in computing capabilities but fear of losing human connectivity and having to learn new skills.
Revenue management
Requires allocating capacity to customers at the right price and at the right time to maximize revenue or yield, enhance customer service, improve operating efficiency, and increase profitability.
Dynamic packaging
The newest technology being leveraged throughout the travel industry.
Service Recovery
When a tourism encounter is less than satisfactory, the tourism employee can right the situation and “turn the guest’s frown upside down.”
Market segmentation
Dividing a broad market into smaller and distinct groups of buyers-each group with similar needs, characteristics, or behaviors.
Quality
Both objective and subjective in nature. Much of quality is subjective-in the “eye of the beholder.”
Distribution channels
One-level- direct access to tourism suppliers
Two-level- travel agents serve as intermediaries bringing suppliers and consumers together
Three-level- in addition to travel retailers, they bring in another layer of intermediaries, travel wholesalers, who assemble and market tours and other tourism products
Travel seller
A seller of travel is any resident or nonresident person, firm, corporation or business entity that offers for sale, directly or indirectly, at wholesale or retail, prearranged travel or tourist-related services for individuals or groups, through vacation or tour packages, or through vacation certificates in exchange for a fee, commission or other valuable consideration.
Why people travel
Visit friend or relatives 40%
Vacation or leisure 37%
Business or professional 20%
Others 3%
Evolution of tourism
The Empire Era-travel became commonplace as roads were developed
Middle Ages and Renaissance-travel broke down then slowly emerged in the renaissance
Grand Tour-luxury travel for the wealthy or business
Mobility-increased travel
Modern-paid vacation
