WEEK 4 - 5 Flashcards
1
Q
The process by which companies create value for customers and society, resulting in strong customer relationship that capture value from the customer in return.
A
Marketing
2
Q
These are physical objects, services, person, places, organizations and ideas that can be offered to a market or individual to satisfy a need or want
A
Products
3
Q
This is the dfferent between the values that customer gains from owning an using products and the costs of obtainingthe products
A
Customer Value
4
Q
The process of creating, maintaining, and enhancing strong, value laden relationship with customers and other stakeholders
A
Relationship Marketing
5
Q
A critical aspect of any marketing initiative as it focuses on all aspects on how organization focuses its efforts towards ensuring business success and customer satisfaction
A
Marketing Mix
6
Q
This is the new way a customer is made aware of an offering
A
Promotion
7
Q
Derived from the root word “allo” meaning varied in form
A
Allocentric
8
Q
Derived from “psyche” less apt to go on for new familiar experiences
A
Psychocentric
9
Q
Characterized by guided tours that include tasting the local cuisines and the viewing and participating in folk dance performances
A
Cultural Tourism
10
Q
Travel for the purpose of observing and living with indigenous people
A
Environmental or Eco-Tourism
11
Q
Conveys the company’s “distinct image”
A
Coporate Identity
12
Q
It is about what the company sells
A
Brand Identity
13
Q
It mustbe understood in the sense of satisfying customer needs
A
Marketing
14
Q
The process by which companies create value for customers and society, resulting in strong customer relationship that capture value from the customer in return.
A
Marketing
15
Q
These are pivotal activities that need to be performed by any hospitality and tourim organization.
A
Marketing and sales
16
Q
Who created the marketing process that presents a simple five-step model
A
Kotler, Bowen and Marken (2014)
17
Q
From what concept is this;
Starting Point: Factory
Focus: Excisting Products
Means: Selling and Promoting
Ends: Profits through sale volume
A
The SELLING concept
18
Q
From what concept is this;
Starting Point: Market
Focus: Customer Needs
Means: Integrated Marketing
Ends: Profits through customer satisfaction
A
MARKETING concept
19
Q
It aims to understand the customer before selling and offering to them
A
Maketing
20
Q
A logic step before selling
A
Marketing
21
Q
These underlie wishes and expectations and are things customers are unable to do without.
A
Needs
22
Q
These refer to the way in which our customer would prefer to satisfy a specific need.
These are needs which sre shaped, determined and leraned by the society or culture that they live in.
A
Wants
23
Q
The set of all actual and potential buyers of a product
A
A Market
24
Q
These are physical objects, servies, persons, places, organizations and ideas that can be offered to a market or individual to satisfy a need or want
A
Products
25
This is the difference between the values the customer gains from owning and using a product and the costs of obtaining the product.
Customer Value
26
This is the extent to which the percieved performances of products or services matches buyer expectations
Customer Satisfactions
27
The process of creating, maintaining and enhancing strong, value laden relationship with customers and other stakeholders.
Relationship Marketing
28
These are the specific marketing requirements of the tourism industry are:
- Shorter exposure to services
- More emotional and irrational buying appeals
- Greater importance on managing evidence
- Greater on statue and imagery
- More variety and types of distribution channels
- Dependence on complementary organizations
- More emphasis on off-peak production
29
These are the unique relationships with tourism marketing:
- Suppliers, carriers, and travel trade
- Destination mix concept: attractions and events (draw visitors) facilities infrastructure and transportation amenities, hospitalities resources
- Visitors and local residents
- Managing the three preceding relationships
30
Why marketing is important to tourism:
- It helps guarantee lone-term profotability
- It influences how the organization structures itself
- It gives the organization an edge over its competitors
- It plans for new products and services development
- Staff are seen by patrons to be part of the service product
- Staff can be trained to encourage the use or sale of products or services available and are value for it
31
These are activities which are tangible, inseperable or perishable. Usually involving some elements of the other.
Services Marketing
32
In hospitality/tourism the products and service offering is combined to meet customer needs and consists of the following elements:
- A tangible products
- Environment
- Services
33
It is a deed performed by one party for another and the customer generally cannot keep it.
consumed and experienced all at once
Service
34
What is one of the most effective strategies available to service marketers to reduce the potential variability of the products?
To undertake a CONTUOUS & COMPREHENSIVE STAFF TRAINING
35
A critical aspect of any marketing initiative as it focuses on all aspects of how an organization focuses its efforts towards:
Business success & Customer Satisfaction
Marketing Mix
36
What are the four "P's" in a marketing mix
- Products
- Price
- Placement
- Promotion
37
These are the goods and services that are offered to the target market by the company
Products
38
This refers to the amount of money that customers, suppliers or intermediaries have to pay to buy the product. This is how much it will cost the customer.
Price
39
This focuses on the convenience for customers in accessing the offering. Naturally the role of placement in a hospitality or tourism environment is different to other industries in that customers often need to come to a specific location to experience the offering.
This involves how the company gets information or the actual product to the final consumer
Placement
40
In summary this is the way a customer is made aware of an offering. This covers the firm's communication activities to its target customers
Promotion
41
What are the new 3 P’s?
- People
- Physical Evidence
- Processes
42
This refers to the ______ who are involved in service delivery. This is particularly important where services predominate and there is a high level of intangibility. Here, the building of customer relationships over time is critical.
People
43
This will be analyzed by the customer in order to assess the value of a service. In hospitality and tourism, ___________ is important (i.e. ensuring that hygiene practices in an establishment are maintained, and that staff are well presented, courteous and friendly).
Physical evidence
44
These are important where the customer is involved in the consumption process. This is highlighted in the hospitality industry where, if the customer is treated poorly or receives
poor service, they are likely to migrate to a competitor no matter what facilities or products are offered, as the customer will perceive this _______ as poor value for money. It is important to note that technology is also important in relation to conversion operations and service delivery.
Processes
45
The Psychographic Profile of the international holiday-maker may be classified as ______________ and ______________
Allocentric and Psychocentric.
46
It derived from the root word "allo" meaning varied in form. This an _________ traveler has interest patterns that focus on various activities. It is characterized by adventure and willingness to reach out and experiment with life.
The person is outgoing and self-confident.
Allocentric
47
It is derived from "psyche" or self-centered, meaning centering on the small problem areas of one's life, and thus confined to a more secure and familiar-surroundings; less apt to go on for new familiar experiences.
Psychocentric
48
It results in client satisfaction that results when the travelers are directed to or an appropriate destination is suggested. This selection requires a good understanding of the traveler's psychological and demographic profile and the travel motivators for a particular trip.
“A” The Primary Link
49
It relates to the familiarity of the client with the destination resulting from the client own research, or consequently of aggressive marketing by destinations to the appropriate target markets.
“B” The Secondary Link
50
It relates to the desire of the client to interact with the community at the destination as a direct result of the client interest and concern of the natural and social environment.
“C” The Third Link/ Tertiary Link
51
the __________is an annual event wherein market-supplier interactions provide an opportunity to gather data on the top Philippine destinations visited by the domestic travelers.
The Philippine Travel Mart (PTM) organized by the Philippine Tour Operators Association
(PHILTOA)
52
It is to travel for the purpose of challenging one-self in a specialized skill acquired. It is divided into extreme (high risk) and soft (low risk) adventure. It involves a degree of training and the element of personal risk.
Adventure Tourism
53
It is broadly defined as "observation and participation" in agricultural farms and farming crops and fruits.
This type of tourism extends to the breeding of cattle, visits to hog and poultry farms and fishponds. Farm immersion stays are very popular in this type.
Agri-tourism
54
It can be broadly defined as an "eating and drinking" holiday along with the study of food production and processing and participation in food and beverage activities in a relaxed environment. It involves contact with individual of similar likes and tastes.
Culinary tourism
55
It is characterized by guided tours that include tasting the local cuisines and the viewing and participating in folk dance performances and the demonstration, purchase of local arts and craft, and the observance of local religious rites and ceremonies.
Cultural tourism
56
It is travel for the purpose of observing and living with indigenous people. ____________ draws travelers to distant and not easily accessible areas, to view the flora and fauna of the locality, interact with the native tribes and admire the natural and environmental attractions. "Going back to nature" travel to appreciate nature falls under this category.
Environmental or Eco-tourism
57
It combines the well-being of the person with healthcare maintenance alongside leisure and relaxation aimed at rejuvenating a person: mentally, physically, spiritually and emotionally. This include the enhancement or renovation of one's physical attributes.
Health and Wellness Tourism
58
59
It is characterized by guided tours to monuments, museums and light and sound shows that are representative of important historical events. Typically these attractions are located near urban centers, and are the mainstay of mass tourism.
Historical tourism
60
It is travel for spiritual renewal and to experience and observe the religious practices of a locality. Typical activities include participation in religious rites, audiences with religious and spiritual leaders and firsthand exposure to sites of religious importance.
Religious Tourism
61
It is defined as health trip for 'cost effective' private medical care in collaboration with the tourism industry for patients needing surgical and/or other forms of highly specialized treatment.
Medical Tourism
62
It is typified by participating in light sports, indoors or otherwise, and social contacts in a relaxed environment. Travel of this category is truly representative of so-called leisure traveler.
Recreational tourism
63
It includes all transportation to and from the origin to the destination by air, sea, and land, plus all support infrastructure. It also includes transfers to and from the place of lodging and within the destination to sites and sights of interests.
Accessibility
64
It refers specifically to the facilities catering to the basic human needs (shelter, food and accommodations), while __________ includes improvement of the basic facilities, such as running water and 24-hours power supply. The capacity to serve visitor needs in terms of carrying capacity and physical quantities and the capability to service visitor needs in terms of qualified and competent human resources are also basic criteria.
Comfort & Convenience
65
The product must have education value, wherein the visitor feels he/she has learned something new and contain an entertainment element. Product must also have special and focused considerations for the environment both natural and social - conservation and preservation of the natural environment and the indigenous cultures of the locality.
Education & Entertainment
66
The product must meet the visitor's expectations, in particular on the human side and must include the prevention of accidents, the maintenance of peace-and-order and the protection of life and property.
Service, Safety & Security
67
Corporate identity conveys the company's __________. It is the sum total of all visual means a company uses so that it is readily identified.
distinct image
68
The corporate profile is about the _________.
company
69
Brand identity is about what the company __________.
sells
70
It aims to convey the service aspects of the travel organization.
Slogan
71
It is the commitment of the organization to its clientele.
Motto
72
it is how the seller present his/her product focusing more on how the product or service is different and better from the competitors.
Selling Proposition
73
It aims to establish an image and perception in the market place.
This is one of the most important factors that determine the success of the brand.
Brand identity
