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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, ...

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Chapter 3 (Page no: 26)

The consumer.

This chapter takes the notion of customers a stage further and considers other groups of people who may benefit or are interested in the leisure or tourism provider. Buying and decision-making behaviour is examined. The chapter examines the difference between consumers, internal customers and external customers and applies these concepts to a range of organizations. The importance of each of the above groups to specific tourism and leisure organization is analysed. The need to develop relationships with suppliers, as well as to developed an understanding of the different stakeholders of public, private and voluntary sector tourism and leisure organizations are examined. The benefits of tourism and leisure services to consumers and customers are evaluated.

Other chapters from this book

Chapter: 1 (Page no: 3) The leisure and tourism product. Author(s): Williams, C. Buswell, J.
Chapter: 2 (Page no: 19) Quality as a goal. 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
  • 20073012943