Service quality in leisure and tourism /

• Main Authors: Williams, Christine, 1951- (Author), Buswell, John, (Author)
• Format: eBook
• Language: English
• Published: Wallingford, Oxfordshire, UK : CABI, 2003.
• Subjects: Leisure industry.; Tourism.; Quality assurance.; Leisure, Recreation and Tourism Economics, (New March 2000); Consumer Economics.; Tourism and Travel.; Consumer satisfaction.; Leisure services.; Management.; Tourist industry.; Electronic books.
• Online Access: View fulltext via EzAccess

This book aims to develop knowledge and understanding of the theories and principles of service quality within the context of leisure and tourism. Suitable for students, researchers, leisure and tourism professionals, it relates the nature of the consumer experience to the planning, design and manag...

Table of Contents:

• The Leisure and Tourism Product
• Quality as a Goal
• The Consumer
• Concepts of Quality in Leisure and Tourism
• Customer Satisfaction
• The Leisure and Tourism Experience
• Characteristics of Service
• Service Design
• Capacity Management and Organizational Performance
• Quality and Culture Change
• Quality Management Systems
• Quality Management Tools and Techniques
• Measurement of Quality
• Quality and Human Resource Management.