| A | B |
|---|
| Attribution | The process of ascribing qualities and characteristics to people or objects in order to understand behavior in a range of situations. |
| Setting | Usually containing people, this refers to a smaller subset of the environment that regularly surrounds the person, usually a familiar situation. |
| Credibility | The reputation of a person or business for providing honest and reliable information. |
| Encoding | The process of putting into a message certain language or visual symbols designed to move or persuade the receiver. |
| Interactive Marketing | Contends that effective marketing includes managing and optimizing relations between tourist and employees, tourist and other guests, as well as other pertinent interactions. |
| Internal Marketing | A type of marketing that focuses on employees as customers- in effect, " selling" employees on the values important to management. |
| Marginal Cost | The change in total costs associated with producing one more unit of output. |
| Market Analysis | A part of the market research that analyzes aspects of the marketplace to determine the potential of a product or service. |
| Market Mix | The combination of all the kinds of customers market segments to which a product or service will be marketed. |
| Market Research | The systematic study of any issue, problem, or phenomenon related to the marketing of a product or service. |
| Marketing Mix | The total combination of marketing tactics and tools employed to ensure a product, or service's success. |
| Marketing Orientation. | A business orientation that focuses on and emphasizes the needs and desires of customers. |
| Marketing Plan | A plan that provides the results of market research in analyzing market conditions and competition, and details a strategy to reach particular market segments and persuade them to purchase a product or service. |
| Monitoring | Consists of daily sales reports, guest counts, and other management reports designed to provide information on a firm's current performance and its progress toward meeting operational goals. |
| Non-verbal clues | Perceptual information provided in a social exchange through a person's dress, personal appearance, hand gestures, body movement, stance, and facial expressions. |
| Observation | A primary research technique that relies on the actual behavior of research subjects rather than on statements about their behavior. |
| P-Mix | A combination of the traditional four "Ps" with four additional "Ps"- programming, packaging, partnership, and publicity (including public relations) |
| Packaging | The practice of combining a selected number of products and services (often from different companies) into a single package for one price. |
| Persuasion | The act or process of using information in a manner designed to convince others to change attitudes toward some object, person, or event. |
| Positioning | A marketing strategy which attempts to "position" a product or service favorably in comparison with the competition, or "position" it to better serve particular market segments. |
| Programming | The practice of resorts and other tourism enterprises to create and schedule a combination of activities designed to attract visitors and maximize their enjoyment of the facilities. |
| Program | The format within the setting that determines behaviors. |
| Situational Analysis | A type of market analysis aimed at improving or expanding an already existing business. |
| Word of Mouth | A term used to describe people talking to each other about their experiences as consumers. |
| Market Research | The systematic design, collection, analysis, and reporting of data and findings relevant to a specific marketing situation facing a company. |
| Moment of truth | Occurs when an employee and a customer have contact. |
| Empowerement | Moves the authority and responsibility from supervisors to make decisions to the line employees. |
| Cross-training | Training employees to do two or more jobs within an organization. |
| Market | The actual and potential buyers of a product or service. |
| Premiums | Goods or services offered either free or at low cost as an incentive to buy a product or service. |
