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CABI Book Chapter

Service quality in leisure and tourism.

Book cover for Service quality in leisure and tourism.

Description

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 management of service delivery and critically evaluates the various quality management methods, systems, ...

Metrics

Chapter 1 (Page no: 3)

The leisure and tourism product.

This chapter emphasizes the growing importance of service quality within the leisure and tourism industry. Reasons for the significance of service quality to the leisure and tourism industry include: new social structures; hyper-reality, or the blurring of the distinction between reality and the replication of the real world; increasing expectations; value for time and money; and different trends in consumer behaviour. The chapter also examines the specific features of product development and the particular impact of technology on the management of the service encounter. It focuses on the customer and the relationship with the product and its attributes.

Other chapters from this book

Chapter: 2 (Page no: 19) Quality as a goal. Author(s): Williams, C. Buswell, J.
Chapter: 3 (Page no: 26) The consumer. Author(s): Williams, C. Buswell, J.
Chapter: 4 (Page no: 38) Concepts of quality in leisure and tourism. Author(s): Williams, C. Buswell, J.
Chapter: 5 (Page no: 59) Customer satisfaction. Author(s): Williams, C. Buswell, J.
Chapter: 6 (Page no: 68) The leisure and tourism experience. Author(s): Williams, C. Buswell, J.
Chapter: 7 (Page no: 85) Characteristics of service. Author(s): Williams, C. Buswell, J.
Chapter: 8 (Page no: 93) Service design. Author(s): Williams, C. Buswell, J.
Chapter: 9 (Page no: 117) Capacity management and organizational performance. Author(s): Williams, C. Buswell, J.
Chapter: 10 (Page no: 133) Quality and culture change. Author(s): Williams, C. Buswell, J.
Chapter: 11 (Page no: 148) Quality management systems. Author(s): Williams, C. Buswell, J.
Chapter: 12 (Page no: 159) Quality management tools and techniques. Author(s): Williams, C. Buswell, J.
Chapter: 13 (Page no: 170) Measurement of quality. Author(s): Williams, C. Buswell, J.
Chapter: 14 (Page no: 190) Quality and human resource management. Author(s): Williams, C. Buswell, J.

Chapter details

  • Author Affiliation
  • Department of Tourism and Leisure Management, University of Central Lancashire, Preston, UK.
  • Year of Publication
  • 2003
  • ISBN
  • 9780851995410
  • Record Number
  • 20073012941