PROGRESS (TOURISM 1) Flashcards
Business model canva:
Tool used from companies to analyse themselves and see points of improvements. 9 quadrants
Wildcards:
Unexpected events that can happen, such as covid or terroristic attack.
Scenario planning:
Planning in advance, in the way of preventing “what if” situations.
IATA:
International Air Transportation Association
Staged anthencity:
tourism settings, events, and interactions that are unnatural but are contrived to represent what tourists desire.
Customer Journey map:
Map that tracks all the touchpoints during the client experience, valuing also emotions
1. awareness
2. consideration
3. purchase
4. service
5. loyalty
Vertical individualism:
In communication, focused on high freedom and independence, with more competitivity and hierarchy
Outsourcing:
Hiring someone external to take care of tasks in a company.
Stakeholders: Direct and Indirect
directly impacted and interested
impacted but not interested
Doxey’s irridex:
Framework that analyzed local’s emotions, getting in touch with tourism. Euphoria, apathy, irritation, antagonism
Leakage:
when the money spent by tourists goes out of the destination country.
Multiplier effect:
when the money spent by tourists stays in the country’s economy
ETFI:
European tourism future institute
SDG Framework
The sustainability development goals, by the United Nations, the goal is to reduce climate change, poverty and hunger.
Servqual model:
Model that is made to understand if the service met the expectations.
Ansoff matrix
Tool used by companies to understand the situation in the market and position their product.
1-existing product and market I
2-new market in existing product
3- new product in existing market
4- not existing market and product.
BCG matrix
Boston consultancy group. Tool used to understand the position of a product in the market, based on:
-Market share= how much of the market the product occupies;
-Market growth= how fast it is growing.
Porter’s 5 forces
Used by companies to understand the market situation.
Threat of substitutes, of new entry
Rivality
Power of buyers-power of suppliers
USP
The unique selling point is a feature that makes a product diferent and better than similar products.
Open jaw package
Traveling from one place to another, and flying back from a different location (A to B; C to A)
Supply chain management
Business model that shows the flow of products from the raw material to the final product.
Value chain
Business model that shows the process a product has to go through and tries to add value. Composed by Primary activities and support activities.
Benchmarking
Comparing a company to other competitors to see where they can improve
Visitor management role(DCG)
Digital control gateaway, used to control visitors such as badge, check-in/out, cameras, facial recognition and ID verification.
Experience economy (Pine and Gilmore)
Selling an experience to the customer, in this way the company gets a return of loyalty, and the customer is happy due to the experience.
Service blueprinting
A design tool that maps out customers’ process
Misbehaviour (Lovelock and Wirtz)
(Don’t need to know everything) Theft, rule breakers, aggressive and abusive
When am I a tourist?
-travel to a different places
-one night to less than a year
-not working there
What happens when demand>maximum capacity
-burnout
-revenue loss
-dissatisfaction
-decline in service
Push and pull factors
Push= Factors which motivate tourists to travel
Pull= Those who influence what destination is selected
allocentric mid centric psychocentric
Allocentric= adventurous;
midcentric=A mix of adventure and comfort;
psychocentric=Prefer safe, familiar.
Jansen-verbeke model:
primary elements❤️?
secondary elements?
additional elements?
- These are the main reasons tourists visit a destination (cultural, natural, events).
- These enhance the tourist experience (accommodations, food, shopping, nightlife)
- Tourist, Tourist INFO POINT
How is it called when IATA charges for something?
Tariff
