Glossary

A B C D E F G H I J K L M N O P Q R S T U V X Y Z

 

D

decline stage To fall in value, quality, or quantity; the fourth and last stage of the product or service life cycle when sales and profitability decline.

defection management Tracking the reasons customers defect and using the insights to continuously improve the service delivery system and reduce future defections.

deluxe A large luxury car, usually equipped with many amenities.

demanders Business and leisure tourists that need and want specific products/services from suppliers (e.g., air transportation, spa resorts, eatertainment.)

demographics Statistics and facts, such as age, sex, marital status, occupation, and income, that describe a human population.

demonstration effect The tendency of local people to adopt practices and consumption patterns of tourists visiting their region.

deregulation Removal of government control over the operation of an industry.

destination A location that travellers choose to visit and where they spend time.

destination components Visitors who travel a long distance to visit a destination as opposed to local residents and regional visitors.

destination management companies A company that provides on-the-scene meeting assistance for corporations and associations.

destination visitors Visitors who travel a long distance to visit a destination as opposed to local residents and regional visitors.

dimensions of service quality In addition to the cognitive, emotional, and physiological responses that influence perception of service encounters, service firms contribute three physical environment dimensions-ambient conditions, space/function, and signs, symbols, and artifacts-that operations managers can use to create the servicescape.

dine-around plan A plan that permits tourists to dine at a variety of restaurants using vouchers and coupons.

directional advertising Advertising in directories and other sources where customers seek out information.

direct or through service A flight with one or more stops en route where the passenger remains aboard the same plane.

direct spending Money that goes directly from a tourist into the economy of the destination.

discounted airfare See restricted airfare.

discretionary income Available income in excess of basic expenses such as mortgage payments, food, clothing, and education.

discretionary travel Travel undertaken voluntarily or by choice.

documentation Government-issued papers used to identify travellers.

domestic independent tour (DIT) A custom-made tour of a part of Canada planned exclusively for a client by a travel agent.

domestic tourism Residents of a country visiting, at least overnight, places farther than 80 kilometres from their usual environment for purposes other than remuneration.

domestic travel Travel by residents of a country in that country.

double occupancy Hotel accommodations for two people who share a room.

drop-off charge A fee charged for dropping a rental car at a different location other than the one where it was picked up.

duplication To make an exact copy.

duty A tax paid on items purchased abroad.



E

eatertainment The integration of entertainment into food and beverage service format.

eco-adventure Adventure travel that is sensitive to the environment and strives to protect rather than destroy it.

eco-friendly Being sensitive to the environment and taking action to protect it.

eco-friendly practices Practices that sustain the environment. Examples include recycling, composting and water desalination and conservation.

eco-lodge A facility for tourists that depends on nature, offers an educational and participatory experience, is developed and managed in an environmentally sensitive manner, and protects its operating environment.

e-commerce Business transactions done electronically through websites and the Internet (both B2C and B2B).

eco-program A healthy lifestyle program offered by an eco-resort.

eco-tourism A type of tourism in which vacationers travel to unusual places to observe ecological systems and endangered species in their natural habitat.

eco-tourists A person who believes in responsible travel to natural areas that aid in conserving the environment and improving the welfare of local people.

electronic ticket delivery network (ETDN) A ticket printer that is similar to an STP but owned by an outside vendor rather than a travel agent.

embarkation The boarding of passengers onto a ship, plane, train, etc.

empowerment Authorizing people to take action independently and providing them with the resources and training to have ideas, to make decisions, to act appropriately, and to take responsibility for their ideas, decisions and actions; involves contact personnel having routine discretion, creative discretion, and deviant discretion.

enfranchisement Empowering people and then coupling it with a method of compensation that pays individuals for their performance (e.g. commissions for exceeding forecasted sales.)

en route restaurants Foodservices offered by transportation centres, such as airport, railroad, ferry, and motor coach terminals, and roadside comfort stops.

entrepreneurial activities Businesses that package and promote the features of their area as an adventure attraction.

entrepreneurship The ability to organize and develop a business, a trade or entertainment.

environmental consciousness Awareness of all aspects of the surroundings of human beings, natural, cultural, technological, as they affect individuals and groups.

environmental dimensions The ambient conditions created through colour, lighting, noise, music, and air quality, that influence service delivery and employee satisfaction.

environmental factors The uncontrollable factors involving natural, social, economic, competitive, regulatory, and technological forces.

environmentally sensitive Being in tune with environmental forces in a particular setting.

environmental tourism Tourism that operates around attracting tourists to see technology interacting with nature (e.g., The Panama Canal, dams on the Columbia River).

e-procurement The purchase of tourism products/services by electronic means.

escorted tour An organized tour led by a professional tour manager.

ethical policies Policies based upon moral principles and values that determine behaviour in doing business.

ethnic tourism A type of tourism in which people travel to observe and learn about specific ethnic groups (e.g., aboriginal tourism).

e-ticketing The process that produces an electronic, or "paperless" ticket.

Eurailpass A pass that allows unlimited train travel throughout certain European countries.

European plan (EP) A hotel rate that includes the room only and no meals.

event An occurrence that attracts tourists.

event management The responsibility for organizing the event, coordinating everyone involved, setting budgets and financial controls, developing plans for marketing and public relations, fund-raising, and evaluating the success of the event.

event marketing Involves selling the event to the public through publicity and promotion and handles all communication with the public and the media.

event tourism A major component of special interest tourism and a significant ingredient of destination and place marketing strategies when an event plays a tourism role.

excursion airfare See restricted airfare.

exhibition A display of goods and services staged as part of a convention or conference.

experiments Studies involving the researcher manipulating some variable in a setting and observing the outcome.

external customers Local patrons and tourists.



F

facility planning A management plan that produces a concept that reflects the market, design, and operational considerations for a facility.

FAM trip A familiarization trip for travel professionals to inspect hotels and restaurants, sample attractions, and experience local culture.

fare construction The process of computing international airfares.

festival Includes merry-making and entertainment of many kinds, and can honour people, places, and events with or without religious significance.

fixed-base operator (FBO) A company that rents space at an airport and provides a particular service.

flag The term used to symbolize the brand of an accommodation chain.

flag carrier A national airline representing an individual nation.

flag of convenience A flag flown by a ship of one nation that is registered under the flag of another nation.

fly/cruise package A vacation package that includes the air transportation to the port of embarkation and the cruise itself.

fly/drive package A vacation package that includes air transportation and rental car use.

foodservice management system A combination of subsystems such as human resources, physical systems, materials management, production and service, and marketing that interact with each other and respond to internal and external environment factors.

foreign flag A term for any carrier registered in a nation other than Canada.

foreign independent tour (FIT) An international tour planned exclusively for a client by a travel agent.

formal education A process of training and acquiring knowledge through specific and authorized programs.

forms of ownership Food beverage operations and hotels may be operated through partnerships, corporations, chain ownership, leasing arrangements, as joint ventures, franchises and management contracts.

forum A meeting involving discussion of a specific issue, usually led by panelists and involving audience participation.

four Rs The components of services marketing: retention, referrals, relationships, and recovery.

franchise A contract between a company owner and an established chain under which the owner pays a fee to operate the company under the chain name.

franchise advisory councils A group established to assist franchisees in dealings with franchisors.

free enterprise system A system that permits competition among privately owned businesses with a minimum of government interference.

frequent flyer program A program that awards travellers free travel, discounts, and upgrades for flying a certain number of miles on a single airline.

frequent stay program A program that awards travellers discounts, special rates, and upgrades for frequently staying at a lodging facility; a form of customer retention.

front office The administration centre of a lodging facility or other operation.

front of the house The part of the food-service system that brings finished products to the customers and deals directly with the guests.

functionality The ability to fulfil a set task, such as providing a specific service.