A generation of 45 million people born between 1965-1976

(a)  

A group with an actual or potential interest in or impact on an organization’s ability

(a)  

A set of actual and potential buyers

(a)  

Any activity or benefit that one party can offer to another that is essentially intangible

(a)  

Any occasion on which a buyer encounters the brand and product

(a)  

Assurance, responsiveness, and empathy most important in exceeding customer expectations

(a)  

Banks, credit companies, insurance companies

(a)  

Based on past buying experience

(a)  

Capacity exceeding demand and guests willing to wait

(a)  

Clients gaining from owning and using a product

(a)  

Consist of a trade of values between two parties

(a)  

consists of actors that affect consumers purchasing

(a)  

Continued patronage of clients devotion, and reduced marketing cost

(a)  

Create and maintain satisfied, profitable customers

(a)  

Discounted lifetime value of all the company

(a)  

Customer only consumed a service temporarily

(a)  

Develop a holistic view of the intangible product

(a)  

Enables large organization to deliver service with care and attentiveness by improving employee motivation and capabilities

(a)  

Equality to customers and employees

(a)  

Expand the capacity during an unusually busy day or meal period

(a)  

Firms and individuals that provide the resources needed by the company

(a)  

Firms that help the company to promote

(a)  

Focuses on building a connection with a company’s profitable customers

(a)  

Hold that customers prefer existing products and product forms

(a)  

Holds that achieving organizational goals depends on determining the needs

(a)  

holds that consumer will not buy enough of the organization’s product

(a)  

Holds that customers will favor products that are available and highly affordable

(a)  

Holds that organization should determine the needs, wants, and interest

(a)  

Hotels and restaurants often basing on to monitor the demand

(a)  

Human wants that are backed by buying power

(a)  

Industry focused on travel and transportation

(a)  

Involves managing detailed information about individual customer

(a)  

Keep promises, use common sense, listen to customers to deliver value to customers

(a)  

Management approach that involves developing strategies that both sustain the atmosphere and produce profit for the company

(a)  

Management perspective in which a firm takes aggressive actions

(a)  

More effective and efficient customer value creation

(a)  

Organizations focused on customers’ needs and wants

(a)  

Overbooking often part of a comprehensive system

(a)  

Part of the microenvironment and must be monitored closely

(a)  

Person involved in marketing analysis, planning, implementation and control

(a)  

Purchasing hospitality products increases loyalty to companies that have provided them a consistent product in the past

(a)  

Responsible for matching size with demand

(a)  

Responsible for matching size with demand

(a)  

Result to repeat purchase and referral to other customers

(a)  

Retaining good customer to customer lifetime value

(a)  

Service firm focused on customer-contact employees

(a)  

Service produced and consumed simultaneously

(a)  

Services consumable, managing capacity and demand a key

(a)  

Services difficult to measure

(a)  

Services involving people who are all different

(a)  

State of felt deprivation

(a)  

Superior employee’s selection and training, a excellence work environment

(a)  

Suppliers that help firm formulate and implement its strategy and tactics

(a)  

Technology and administrative networks designed to carry services that satisfy the of customers

(a)  

That perceived service quality depends heavily on the quality of the buyer and its collaboration

(a)  

The 78 million people born between 1946 and 1964

(a)  

The act of obtaining the desired object from someone by offering something in return

(a)  

The art and science of choosing target clients

(a)  

The best international airline

(a)  

The competitor’s segment of the customer target

(a)  

The demand for all services does not rise and fall in unison

(a)  

The difference between the benefits that the customer gains

(a)  

The discounted lifetime values of all company

(a)  

The elimination of intermediaries

(a)  

The extent to which a product’s perceived performance matches a buyer’s expectations

(a)  

The form taken by human need

(a)  

The full positioning of a brand

(a)  

The idea that consumers will not buy enough of an organization’s products unless undertake a large selling effort

(a)  

The larger societal forces that affect the whole microenvironment

(a)  

The percentage of customer who named the competitor in responding to the statement “ Name the first company comes to our attention in this industry”

(a)  

The percentage of customers who named the competitors in responding to the statement “ Name the company to whom you prefer to buy the product”

(a)  

The process by which it convince a prospective buyer to barter a product or services

(a)  

The regard that something is held deserving

(a)  

The single most important dimension of service quality

(a)  

The stream of profits a customer will create over the life of his or her relationship to a business

(a)  

The study of human population

(a)  

The world’s best airport

(a)  

The world’s best hotel

(a)  

The world’s largest industry and the most international in nature

(a)  

To ensure that customers will receive consistently high-quality service

(a)  

To reveal why service problems occur

(a)  

To satisfy customers who encounter a service problem

(a)  

Understand what customers really want through continuous learning about the expectations

(a)  

Value is measured by how well customer expectations are met

(a)  

When plans change and people with reservation become no-show

(a)  

When services disappear if not consumed within a given time

(a)  

With their costs rising rapidly, service firms under great pressure to increase efficiency

(a)  

CRM

(a)  

LTV

(a)  

TQM

(a)  

WTO

(a)