Page 186 - Specialised First Foreign Language 2
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sector: a part or branch of the whole industry that provides
particular goods and/or services
series operator: a travel agent, wholesaler, tour operator,
or broker who blocks space in advance for a series of
movements over a given period of time, not necessarily on
a back-to-back basis
service: work done for the benefit of another
service charge: (1) a specified percentage of a hotel’s
daily rate (usually 10% or 15 %) charged to the guest, who
in return is relieved of the responsibility for tipping; (2) a
fee charged to a client by a travel agent in addition to the
commissions paid to him or her by the principals
service delivery: the manner in which customer needs are
met
Service encounter: The moments of interface between
customer and supplier
Service marketing mix: The addition of People, Physical
Evidence and Process to the four areas of activity more
usually associated with marketing products,: Price, Place,
Promotion and Product.
service provider: a person or company that supplies a
particular service
service: non-physical, intangible attributes that
management controls, including friendliness, efficiency,
attitude, professionalism, and responsiveness.
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