| A | B |
|---|
| Product/service planning | determining the combination of products or services and price points within a company's product or service mix |
| luxury travelers | expect many high-quality amenities |
| Fitness rooms | business travelers enjoy this amenity while on business trips, it helps them de-stress |
| product mix | the variety of products and services offered by a company |
| market research | gathering and using info about potential customers |
| exchange model | the way the service is paid for |
| time share | fractional ownership model |
| service marketing | work or acts sold to customers that are intangible |
| market share | the percentage of business received compared to whole market |
| service quality | the degree to which the service meets the needs and expectations of customers |
| gold standards | AAA/ Mobile |
| transportation | vital piece to distribution in travel industry |
| trains | cannot compete with cars and planes |
| airline challenges | competition, ticket price wars, union,fuel costs |
| budget airline tickets | not sold online by Orbitz or Travelocity |
| 1970-2000 | cruise line industry started creating packages for the middle class |
| Miami | cruise capital of the world |
| counter space in airport | dependent on business volume |
| front of the house | workers in areas where customers see them |
| back of the house | accountants, HR, sales, security, etc |
| tour | includes the guide |
| package | transportation, hotel room, sightseeing, local attractions, and maybe meals |
| cross-selling | upselling, persuading customers to buy more to add to their trip |
| low and off-season | times when resorts offer special deals (broaden their market to others) to people who are not normally their customers (target market) |
| theme park | amusement park |
