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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 6 (Page no: 68)

The leisure and tourism experience.

It has been established that the product, seen as an activity and/or a setting, together with the way in which it is managed or delivered, creates and shapes the distinctive feature of leisure and tourism - the customer experience. This chapter focuses on the consumer experience as an additional dimension to the leisure and tourism product. It extends the analysis of the product into its experiential properties and considers the implications for the management of service quality. A number of points are established: (1) leisure and tourism involves more than a product or a service, and their benefits as the experience of the activity is part of the motivation for the customer and requires careful and sensitive management; (2) consumers will experience the activity or context in different ways, and the greater the differences, the more difficult it is to achieve consistency of delivery; and (3) consumers help to create the experience itself, so a responsive and emphatic management is needed.

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: 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: 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
  • 20073012946