Expected quality- the level of quality that a consumer predicts he or she will receive from a good or service
Expected script- the set of steps and statements that a guest expects to occur during a service encounter
Facilitating goods- Tangible items that support or accompany a service being provided
Learning organization- an organization committed to identifying best practices and creating systems to achieve high quality standards
Market share- the percent of the total market for a good or service that a single company has
Marketing communications- any communication between a marketer and a consumer
Orientation- also called “on-boarding” is a process designed to help new employees become acquainted with the organization and understand the expectations the organization and their supervisor have for them
Perceived quality- the level of quality a consumer perceives following the consumption of a good or service
Restitution- An amount of money or other item given to make up for some mistake or wrongdoing Service Encounter- a single episode during which a customer and service personnel interact; often also called a “moment of truth”

Describe how services are different from goods. Services are many times not tangible items like goods are. Services are things like travel agencies and goods are things like souvenirs. Services often are accompanied by facilitating goods, which are tangible items that support or accompany the service being provided
Define quality using the many meanings the word can have. There are two different definitions for quality, expected quality and perceived quality Expected quality is the amount of quality a customer expected to receive. If the perceived quality is higher than expected quality, a customer will be very satisfied.
How are the expectations of a tourism service formed? Expectations are formed by the amount of customer