Cookies on CAB eBooks

Like most websites we use cookies. This is to ensure that we give you the best experience possible.

 

Continuing to use www.cabi.org  means you agree to our use of cookies. If you would like to, you can learn more about the cookies we use.

CAB eBooks

Ebooks on agriculture and the applied life sciences from CAB International

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 13 (Page no: 170)

Measurement of quality.

This chapter concentrates on specific service quality survey methods utilized in the leisure and tourism industry. It provides an understanding of the differences between qualitative and quantitative survey methods in the context of monitoring service delivery; and an appreciation of the limitations of specific audits.

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: 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: 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
  • 20073012953