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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 14 (Page no: 190)

Quality and human resource management.

This chapter examines the distinctive role and function of the human resource in service quality in leisure and tourism organizations and the key elements in its management. It focuses on the relationship between quality management approaches and human resource management. Topics covered include: the relationship between the ethos and philosophy of a leisure or tourism organization and the management of its human resource in the achievement of service quality; the role of internal marketing in developing necessary values, attitudes and behaviours for culture change; the role of education, training and personal development in the provision and management of the service encounter; and methods for enabling and encouraging front-line staff to exercise independent judgment.

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: 13 (Page no: 170) Measurement of quality. 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
  • 20073012954