Service Quality Management – Module 1 Vocabulary

50 vocabulary flashcards covering key terms from Service Quality Management Module 1 on tourism and hospitality.

Service

The action of helping or doing work for someone, aiming to make them feel satisfied through added quality.

Service Quality

The overall standard or excellence of a service, covering all aspects of the customer experience.

Customer Service

Direct support or assistance provided to customers before, during, or after a service encounter.

Customer Satisfaction

A customer’s perception that a product or service has met or exceeded expectations.

Customer Loyalty

The likelihood that a satisfied customer will return and recommend the business to others.

SERVQUAL

A framework for measuring service quality, commonly using the RATER model dimensions.

RATER Model

A SERVQUAL tool assessing service quality across Reliability, Assurance, Tangibles, Empathy, and Responsiveness.

Hospitality Industry

Businesses focused on leisure, luxury, and customer satisfaction for both tourists and locals.

Tourism Industry

Services for people traveling away from home for short periods, emphasizing travel-related needs.

Accommodation and Lodging

Sector providing temporary places for travelers to stay, such as hotels and hostels.

Food & Beverage Sector

Establishments preparing, serving, and selling food and drinks to customers.

Travel and Tourism Sector

Businesses that assist people in planning, booking, and enjoying travel experiences.

Entertainment and Recreation Sector

Activities and attractions designed to amuse or enrich visitors, from theme parks to festivals.

Transportation Sector

Systems and services that move tourists by air, land, or sea from one place to another.

Hotel

Commercial establishment offering private rooms, daily housekeeping, reception, and amenities like pools.

Hostel

Sociable lodging with shared dormitories, communal kitchens, and social spaces, popular with backpackers.

Bed & Breakfast

Small lodging, often in a private home, providing overnight rooms plus breakfast in the price.

Shared Accommodation

Short-term rental where guests share parts of a property (e.g., kitchen, living room) with hosts or others.

Time-share

Vacation ownership in which usage rights to accommodation are divided among multiple individuals for set periods.

Cruise

Travel on a ship where accommodation, food, entertainment, and transport between destinations are included.

Camping

Staying outdoors overnight in tents, caravans, or RVs, often in designated campgrounds.

Farmhouse Stay

Accommodation on a working farm, sometimes allowing guests to participate in daily agricultural activities.

Fine Dining Restaurant

Upscale establishment offering gourmet menus, formal service, and elegant ambience.

Quick Service Restaurant (QSR) / Fast Food

Outlet providing standardized, rapidly prepared meals with minimal table service.

Bistro

Casual eatery serving moderately priced simple meals in a comfortable setting.

Steak House

Restaurant specializing in premium cuts of beef and steak-focused menus.

Bar / Pub

Venue primarily serving alcoholic beverages, often with casual food and social atmosphere.

Cafe

Informal establishment offering coffee, light meals, and a relaxed environment.

International Tourism

Travel involving crossing national borders for leisure, business, or other purposes.

Domestic Tourism

Travel within one’s own country for leisure or business activities.

Convention Tourism

Travel undertaken to attend conferences or conventions related to business, profession, or interest.

Incentive Tourism

Holiday trips offered by companies as rewards for employees or dealers achieving sales targets.

Adventure Tourism

Travel involving physically challenging or thrilling activities such as hiking, rafting, or climbing.

Ecotourism

Responsible travel to natural areas that conserves the environment and sustains local communities.

Cultural Tourism

Travel focused on experiencing the heritage, arts, and lifestyles of a destination’s people.

Medical Tourism

Travel undertaken to receive medical, surgical, or wellness treatments abroad.

Sustainable Tourism

Tourism that meets present needs while protecting and enhancing opportunities for the future.

Space Tourism

Commercial travel beyond Earth’s atmosphere for recreational purposes.

Virtual Tourism

Use of digital technology to experience destinations remotely without physical travel.

Wildlife Tourism

Travel centered on observing and interacting with animals in their natural habitats.

Entertainment in Hospitality

Range of fun activities provided by hospitality businesses to enhance guest experiences.

Marina

Harbor facility offering dockage and services for pleasure boats, often part of tourism entertainment.

Night Club

Late-night venue featuring music, dancing, and beverage service for entertainment seekers.

Sports/Gaming Venue

Facility offering recreational sports, gambling, or gaming activities for visitors.

Airline Transportation

Commercial flight services moving passengers swiftly between destinations.

Car Rental

Service allowing travelers to hire automobiles for short-term use.

Water Transport

Passenger movement via ships, ferries, or boats between coastal or river destinations.

Rail Transport

Travel by train, including regular and high-speed services connecting cities and regions.

Coach Services

Long-distance bus transportation offering economical travel between towns and tourist sites.

Bullet Train

High-speed rail service (e.g., Japan’s Nozomi) covering long distances in short times, such as 2.5 hours.