Service quality in leisure and tourism / Christine Williams, John Buswell.

ISBN:

9780851995410

Title:

Author:

Williams, Christine, 1951-

Personal Author:

Williams, Christine, 1951-

Publication Information:

New York : CABI Pub., 2003.

Physical Description:

ix, 230 p. ; 25 cm.

Contents:

Pt. 1. Understanding Quality in Leisure and Tourism -- 1. The Leisure and Tourism Product -- 2. Quality as a Goal -- 3. The Consumer -- 4. Concepts of Quality in Leisure and Tourism -- 5. Customer Satisfaction -- 6. The Leisure and Tourism Experience -- Pt. 2. Designing Quality -- 7. Characteristics of Service -- 8. Service Design -- 9. Capacity Management and Organizational Performance -- Pt. 3. Achieving or Delivering Quality -- 10. Quality and Culture Change -- 11. Quality Management Systems -- 12. Quality Management Tools and Techniques -- 13. Measurement of Quality -- 14. Quality and Human Resource Management.

Subject Term:

Added Author:

Format:

Books

Publication Date:

2003

Publication Information:

New York : CABI Pub., 2003.

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Shelf Number	Material Type	Copy	Shelf Location	Status
338.4791 WIL	Week loan	1	Standard shelving location	Searching... Unknown

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Summary

The service sector is considered to lag behind manufacturing in introducing quality management cultures. The leisure and tourism industry has tended to be even more dilatory, and so quality management was not given a high priority until recently. This book aims to develop an awareness of the underpinning theories of quality as applicable to leisure and tourism. It helps to comprehend the various dimensions of service quality along with the associated underpinning theory, facilitating and understanding of service, its characteristics and typology. Suitable for students and researchers, it shows how to evaluate critically the numerous quality management systems and techniques available within the context of the leisure and tourism business environment.

Introduction	p. vii
Part 1 Understanding Quality in Leisure and Tourism	p. 1
1. The Leisure and Tourism Product	p. 3
2. Quality as a Goal	p. 19
3. The Consumer	p. 26
4. Concepts of Quality in Leisure and Tourism	p. 38
5. Customer Satisfaction	p. 59
6. The Leisure and Tourism Experience	p. 68
Part 2 Designing Quality	p. 83
7. Characteristics of Service	p. 85
8. Service Design	p. 93
9. Capacity Management and Organizational Performance	p. 117
Part 3 Achieving or Delivering Quality	p. 131
10. Quality and Culture Change	p. 133
11. Quality Management Systems	p. 148
12. Quality Management Tools and Techniques	p. 159
13. Measurement of Quality	p. 170
14. Quality and Human Resource Management	p. 190
Conclusions	p. 205
References	p. 209
Index	p. 223

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Table of Contents