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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 8 (Page no: 93)

Service design.

This chapter examines the role and function of service design in the enhancement and delivery of quality in leisure and tourism; the nature of the service and consumer processes in leisure and tourism operations; and the significance of the service encounter and customer involvement in designing leisure and tourism products. The need for involving the customer as a co-producer in many managed leisure and tourism contexts is emphasized. By highlighting the factors that are significant in designing service systems and processes, the elements and components of service design are examined and an integrated approach to their management to meet customer requirements is presented. The applications of techniques for designing services such as flowcharting, service blueprinting and quality function deployment are explained.

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: 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: 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
  • 20073012948