tourism girl notes Flashcards
What is the decision making process in management?
The sequence of steps taken to identify and solve problems or make choices.
What does PESTEL analysis stand for?
Political, Economic, Social, Technological, Environmental, Legal.
Define tourism.
The movement of people to destinations where they normally don’t live or work for a short period of time.
What is leisure?
Free time, activities done when not working, time spent for enjoyment.
What is recreation?
Activities and sports done in free time, not associated with displacement from home.
How is a visitor classified as a tourist?
A visitor is classified as a tourist when their trip contains an overnight stay.
What is the World Tourism Organization (WTO)?
The United Nations agency responsible for promoting responsible, sustainable, and universally accessible tourism.
What are tourist motivations?
The range of motives and factors that encourage tourists to travel.
Name the types of tourists.
- Organized mass tourist
- Independent mass tourist
- Explorer
- Drifter
What are Plog’s tourist types?
- Allocentric
- Mid-centric
- Psychocentric
Define wildlife tourism.
Tourism based on encounters with non-human animals in their natural environment or in captivity.
What is the public sector?
A group of organizations including government and government-based organizations that deliver government policy.
What are the different governmental levels?
- Supra-national organizations
- International organizations
- National government
- Government funded agencies
- Local authorities
What tasks are performed by governmental levels?
- Coordinate
- Planning
- Legislation and regulation
- Entrepreneurship
- Stimulation
- Marketing and promotion
- Providing social tourism
What is the policy making process?
The direction and objectives an organization wishes to pursue over a set period of time.
What does GDP stand for?
Gross Domestic Product.
What are the three measures of GDP?
- Output measure
- Expenditure measure
- Income measure
What is the multiplier process?
A statistical expression of how much income or employment is generated by a certain amount of tourist spending.
What is direct spending in tourism?
The money spent by tourists on the services they need on a holiday.
What are financial leakages in tourism?
When incomes from tourism-related activities are not available in the destination country.
What are social-cultural impacts in tourism?
Changes in social value systems, individual behavior, social relationships, lifestyles, and community structures.
What is Doxey’s Irridex?
A framework for thinking about host responses to tourism, which translates impacts into irritation levels.
What are the stages of Doxey’s Irridex?
- Euphoria
- Apathy
- Annoyance
- Antagonism
What is staged authenticity?
Something that exists but is not authentic, set up for tourist entertainment.
Why are tourism statistics important?
To establish demand, evaluate tourism’s importance, and assist in planning and development.
What types of data are collected in tourism statistics?
- Volume of tourists
- Expenditure of tourists
- Profile of the tourist
What are the drivers for forecasting future tourism?
- Economic drivers
- Social and cultural drivers
- Political drivers
- Technological drivers
- Environmental drivers
- Leisure and tourism trends
What is Charles Handy’s theory of company culture?
A framework categorizing organizations into role culture, power culture, person culture, and task culture.
What are the parts of McKinsey’s 7S model?
- Strategy
- Structure
- Systems
- Shared Values
- Skills
- Style
- Staff
What are the five main parts of Henri Mintzberg’s theory?
- Operating core
- Strategic apex
- Middle-line managers
- Technostructure
- Support staff
What are Porter’s Five Forces?
- Supplier Power
- Buyer Power
- Competitive Rivalry
- Threat of Substitution
- Threat of New Entry
How does the organizational process contribute to company operations?
By breaking down the company into systems to evaluate each department’s input and output.
What are barriers to entry in a market?
Factors that make it difficult for new competitors to enter a market, such as economies of scale and protection for key technologies.
How does the organizational process contribute to a company’s operations?
By breaking the company down into a system, allowing each department to strengthen from within.
What is a value chain?
All activities needed to offer a product to the market, indicating the amount of added value produced by each part of an organization.
Define service blueprint.
A diagram that represents all the details of a service, used as an operational planning tool.
What are primary business processes?
Activities that contribute directly to making a product or service, such as purchasing, producing, selling, and furnishing.
What are secondary or supporting processes?
Activities that support primary processes, such as management of personnel, finances, and data systems.
What are administrative processes?
Activities that direct primary and secondary processes to help reach the organization’s goals.
What does SWOT analysis stand for?
Strengths, Weaknesses, Opportunities, Threats.
What is the Greiner Growth Phases model?
A model that outlines different phases a growing company will go through, initially defined as five phases, with a sixth added later.
What characterizes the Growth through Creativity phase?
Focus on creating new products and services, often leading to a Leadership Crisis as the company grows.
What happens during the Growth through Direction phase?
New management provides clarity on goals, which may lead to further growth but can also result in an Autonomy Crisis.
What is the focus during the Growth through Delegation phase?
Mid-level managers pursue market opportunities while top management takes on broader strategic roles.
What leads to a Red-tape Crisis in the Growth through Coordination and Monitoring phase?
Complexity in monitoring and coordination systems.
What is the purpose of a business strategy?
A plan and pattern of actions that states what an organization needs to do to reach its goals.
What are the three phases of strategic management?
- Situational analysis
- Strategy formation
- Planning and implementation
What is Maslow’s hierarchy of needs?
A theory that prioritizes lower needs that must be fulfilled before higher needs can be activated.
What are the two types of motivation systems in Cognitive Evaluation Theory?
- Intrinsic motivators
- Extrinsic motivators
What are hygiene factors in Herzberg’s Two Factor Theory?
Factors whose absence motivates dissatisfaction but whose presence does not motivate satisfaction.
What distinguishes a manager from a leader?
A manager directs behavior while a leader supports employees in achieving their goals.
Define ethics.
Concerned with what is good for individuals and society; related to moral philosophy.
What is a functional organizational structure?
Departments that focus on a single goal or function, creating divisions between departments.
What is a joint venture?
A business arrangement where two or more parties pool resources for a specific task.
Who are internal stakeholders?
- Managers
- Employees
- Owners
What does market segmentation involve?
Grouping consumers or business customers into smaller segments based on similarities in needs, attitudes, or behavior.
What is targeting in marketing?
Focusing on one or more segments of customers within the qualified field market.
What is positioning in marketing?
Using marketing to create a distinct image of the product in the consumer’s mind.
What is a marketing plan?
A course of action recorded from marketing planning that outlines strategies and objectives for targeted customer segments.
It includes management of marketing activities through implementation, evaluation, and control.
Define market segmentation.
Grouping consumers or business customers within a market into smaller segments based on similarities in needs, attitudes, or behavior.
This allows marketing to address specific needs more effectively.
What is targeting in marketing?
Focusing on one or more segments of the market that an organization decides to serve.
Explain positioning in marketing.
Using marketing to create a competitively distinctive place for the product or brand in the minds of targeted customers.
What is a mission statement?
An explanation of an organization’s purpose that drives planning and decision-making at all levels.
List the stages of the marketing planning process.
- Analyze current internal and external situation
- Research and analyze markets and customers
- Determine segmentation, targeting, positioning
- Set marketing plan objectives and direction
- Plan marketing strategies, programmes and support
- Plan to measure progress and performance
- Implement, control and evaluate the plan
What is the purpose of SWOT analysis?
To match key strengths with promising opportunities and use strengths to offset weaknesses and threats.
Define marketing plan objectives.
Short-term targets that help bring an organization closer to its longer-term goals.
What does SMART stand for in the context of marketing objectives?
Specific, Measurable, Achievable, Relevant, Time-bound.
What are the types of marketing objectives?
- Financial objectives
- Marketing objectives
- Societal objectives
What is market penetration?
Offering existing products in an existing market to increase sales.
Explain product development.
Marketing new products or product variations to customers in existing markets.
What is market development?
Pursuing growth by marketing existing products in new markets and segments.
Define diversification in marketing strategies.
Marketing new products in new markets or segments.
What is a pricing strategy?
The method companies use to price their products or services.
Describe penetration pricing.
Setting a low price for a product to build market share.
What is price skimming?
Setting high prices to quickly recover expenditures for product production and advertising.
What does product life cycle pricing refer to?
Adjusting prices based on the product’s life cycle stages: introduction, growth, maturity, and decline.
Explain competitive-based pricing.
Lowering prices to meet competitors’ prices in industries with little product differentiation.
What is temporary discount pricing?
Using temporary discounts to increase sales, such as coupons or seasonal price reductions.
How can price influence a company?
Price influences demand; higher demand can increase prices and revenue, while lower demand can decrease prices.
Define brand equity.
The extra value customers perceive in a brand that builds long-term loyalty.
What is brand awareness?
The probability that consumers recognize the existence and availability of a company’s product or service.
Define brand affinity.
The highest level of customer loyalty based on shared values between the customer and the company.
What is brand evolution?
The ongoing process of improving a brand or customers’ opinions of it as markets change.
List key steps to build a brand.
- Brand positioning
- Brand name selection
- Brand sponsorship
- Brand development
How can companies achieve brand affinity?
- Stay in touch with customers
- Deliver outstanding customer service
- Make it easy to buy products
- Stay active on social media
- Be transparent
What is word of mouth in marketing?
People sharing information about a marketing message or product, which is credible and reflects public opinion.
Define social media marketing.
The intentional use of social media to achieve marketing objectives.
What is urban tourism?
Tourist activities where the city is the main destination and place of interest.
Describe the model of Jansen - Verbeke.
A method for classifying urban tourists based on individual motives for visiting urban destinations.
What does service quality measure?
How well a service is delivered compared to customer expectations.
Define tourism service encounter.
Transactional interactions where one person provides a service or good to another, also known as ‘Moment of Truth’.
What is SERVQUAL?
A multi-item scale for measuring consumer perceptions of service quality.
List the 10 dimensions of service quality.
- Tangibles
- Reliability
- Responsiveness
- Communication
- Credibility
- Security
- Competence
- Courtesy
- Understanding
- Access
Why is service management important?
It is essential for success in the competitive tourism industry as it influences customer satisfaction and retention.
What does quality mean in a business context?
Meeting customer needs leading to satisfaction and ensuring that the product meets those needs.
What is ANVR?
The General Dutch Association of Travel Agencies, a trade association for travel agencies and tour operators.
Define SGR.
A guarantee ensuring consumers regain prepaid travel money if a service provider cannot meet agreed terms.
What does IATA stand for?
The International Air Transport Association.
What are hallmark events?
Major one-time or recurring events designed to enhance the awareness and profitability of a tourism destination.
List positive impacts of hallmark events.
- Competitive advantage for host community
- Significance in tradition and publicity
- Media recognition and exposure
- Strengthening regional values and traditions
- Revitalizing community pride
What are negative impacts of hallmark events?
- Cultural change in host community
- Conflict between hosts and tourists
- Unintended consequences like substance abuse
- Traffic issues and cost inflation affecting residents
Define commodities in a business context.
Raw base materials used during the production of goods.
What are goods?
Tangible items produced from various activities like agriculture and manufacturing.
Define services.
Intangible products such as accounting, banking, and consultancy.
What are experiences in marketing?
Knowledge or practical wisdom gained from observations or encounters.
What are the three key characteristics of services?
Services cannot be stored or transported, are instantly perishable, and come into existence at the time they are bought and consumed.
Define ‘experiences’ in the context of tourism and leisure.
Knowledge or practical wisdom gained from what one has observed, encountered, or undergone.
What is an example of a commodity?
Salt
What is an example of a service?
A haircut at the hairdresser
List three types of experiences relevant to tourism.
- A visit to the cinema
- A package tour to the Costa Brava
- A meal at a theme restaurant
Why are experiences important for the Tourism and Leisure industry?
They create memorable moments for guests, encouraging return visits and positive feedback.
How can social media be utilized by tourism businesses?
To promote brands online and reach new audiences.
What is ‘social travel’?
A growing trend digitising social consumers’ interaction through sharing online knowledge, emotion, and experience about travel.
What is Couchsurfing?
A hospitality exchange and social networking website where members can stay as guests at hosts’ homes.
What is the primary difference between traditional and online travel agencies?
Traditional travel agencies interact with customers face-to-face, while online agencies operate over the internet.
What is descriptive research?
Research that aims to discover, describe, or map patterns which haven’t been studied before.
What does explanatory research seek to do?
Explain why things are as they are, providing answers to how, what, and why questions.
What is evaluative research?
Research that judges the success of something that has been ongoing.
What is the main purpose of theoretical research?
To draw general conclusions about the phenomena being explored.
What distinguishes primary data from secondary data?
Primary data is new information collected by the researcher, while secondary data is existing information used by the researcher.
List two main differences between qualitative and quantitative research.
- Quantitative research focuses on numerical data
- Qualitative research focuses on information in the form of words, images, and sounds
Define ‘concept’ in research.
General representations of the subject being studied, needing clear definitions for research purposes.
What is a conceptual framework?
A graphical explanation of the main concepts and indicators in a study and their presumed relationships.
What is the difference between a research question and a hypothesis?
A research question requires an answer, while a hypothesis is a statement to be proven true or false.
What does validity refer to in research?
The extent to which the data collected truly reflects the phenomenon being studied.
What is reliability in research?
The extent to which research findings would be the same if the research were repeated.
What is generalisability in research?
The extent to which research findings apply to other subjects, groups, and conditions.
List three benefits of qualitative data.
- Brings people back into leisure research
- More understandable to non-statistically trained individuals
- Better at providing an understanding of people’s needs and aspirations
