Hospitality & Tourism: Unit 3 Service Terms to Know

Providing the same good service and products to customers each and every time they come to a business.

• service encounter
• consistent quality service
• customer satisfaction
• customer service

Interaction between a customer and a staff member.

• service encounter
• word-of-mouth publicity
• empathy
• customer focused employee

Area in a hospitality business that guests usually do not see.

• service
• critical moment
• front-of-the-house
• back-of-the-house

Area in a hospitality business that guests usually see.

• back-of-the-house
• front-of-the-house
• word-of-mouth-publicity
• customer satisfaction

Activity that is done for another person.

• service
• empathy
• critical moment
• word of mouth publicity

Time when the customer's experience makes a bigger impact on customer satisfaction than at other times.

• customer service
• customer-focused employee
• critical moment
• customer satisfaction

Service that meets or exceeds customer expectations.

• customer
• guest
• empathy
• quality service

Informal conversation people have about their experiences with a business.

• word-of-mouth publicity
• gossip
• service encounter
• customer

The positive feeling customers have about a business that meets their needs.

• empathy
• perseverance
• customer satisfaction
• critical moment

Ability of individuals to put themselves in someone else's shoes and know how that person feels.

• integrity
• perseverance
• grit
• empathy