Service quality management in hospitality, tourism, and leisure / Jay Kandampully, Connie Mok, Beverly Sparks, editors.

Does your staff deliver the highest quality service possible?

Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation.

Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world.

This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.

Author Notes

Jovo Ateljevic is a PhD candidate at the School of Business and Public Management, Victoria University of Wellington, New Zealand
William N. Chernish, PhD, is Associate Professor at the Conrad Hilton College of Hotel and Restaurant Management, University of Houston, Texas.
Bonnie J. Knutson, PhD, is Professor in the School of Hospitality Business, Michigan State University
Darren Lee-Ross, PhD, is a Senior Lecturer in Management at the Business School, James Cook University, Australia.
Gillian Maxwell is a Senior Lecturer in Human Resource Management at Glasgow Caledonian University in Scotland
Simon Milne, PhD, is Professor of Tourism and Associate Dean at the School of Management, Auckland University of Technology, New Zealand
Susan Ogden, PhD, is a Lecturer in Management in the Department of Hospitality, Tourism, and Leisure Management at Glasgow Caledonian University, Scotland
Martin O'Neill is currently a Lecturer and Head of the Department of Hospitality Management at Edith Cowan University, Western Australia
Yvette Reisinger, PhD, is a Senior Lecturer in Tourism and Tourism Coordinator in the Faculty of Business and Economics at Monash University, Australia
Chris Roberts, PhD, is Associate Professor of Strategic Management in the Department of Hotel, Restaurant, and Travel Administration at the University of Massachusetts
Victoria Russell is a Business Development Consultant working in the Moffat Centre for Travel and Tourism Business Development at Glasgow Caledonian University, Scotland
Linda J. Shea, PhD, is Associate Professor of Marketing and Graduate Program Director in the Department of Hotel, Restaurant, and Travel Administration at the University of Massachusetts, Amherst
Geoffrey N. Soutar, PhD, is Professor of Marketing at the Graduate School of Management, University of Western Australia.
Richard Teare, PhD, DLitt, FHCIMA, is academic chairman of IMCA and Principal and Granada Professor of the Association's U.S.-based University of Action Learning
Karl Titz, PhD, is Assistant Professor at the Conrad N. Hilton College of Hotel and Restaurant Management, University of Houston, Texas.
Beth Schlagel Wuest, PhD, is Assistant Professor in the Department of Family and Consumer Sciences, Southwest Texas State University

Yvette ReisingerYvette ReisingerBeth Schlagel WuestKarl TitzDarren Lee-RossGeoffrey N. SoutarChris RobertsGillian Maxwell and Susan Ogden and Victoria RussellBonnie J. KnutsonMartin O'NeillBeverley SparksWilliam N. ChernishJay KandampullyLinda J. SheaConnie MokSimon Milne and Jovo AteljevicRichard Teare

About the Editors	p. xi
Contributors	p. xiii
Preface	p. xvii
Chapter 1. Concepts of Tourism, Hospitality, and Leisure Services	p. 1
Introduction	p. 1
What Are Tourism, Hospitality, and Leisure?	p. 1
What Are Products, Goods, and Services?	p. 6
What Are Tourism Products and Services?	p. 8
Chapter 2. Unique Characteristics of Tourism, Hospitality, and Leisure Services	p. 15
How Are Tourism, Hospitality, and Leisure Services Different from Physical Goods?	p. 15
Conclusion	p. 47
Chapter 3. Service Quality Concepts and Dimensions Pertinent to Tourism, Hospitality, and Leisure Services	p. 51
Perceptions of Service Quality	p. 51
Dimensions of Service Quality	p. 54
Objectives of Service	p. 56
Continuum of Service	p. 57
Total Service Commitment	p. 62
Summary	p. 64
Chapter 4. The Impact of People, Process, and Physical Evidence on Tourism, Hospitality, and Leisure Service Quality	p. 67
Introduction	p. 67
People	p. 69
Processes	p. 71
Physical Evidence	p. 79
Conclusion	p. 80
Chapter 5. Understanding the Role of the Service Encounter in Tourism, Hospitality, and Leisure Services	p. 85
Introduction	p. 85
Social Interactions	p. 86
Service Encounters	p. 87
Encounter Management	p. 88
Selection	p. 90
Training	p. 91
Organizational Culture	p. 92
Summary	p. 93
Chapter 6. Service Quality, Customer Satisfaction, and Value: An Examination of Their Relationships	p. 97
Introduction	p. 97
Service Quality	p. 98
Satisfaction	p. 104
The Service Quality-Satisfaction Relationship	p. 104
The Value Construct	p. 105
Conclusion	p. 107
Chapter 7. Competitive Advantages of Service Quality in Hospitality, Tourism, and Leisure Services	p. 111
Introduction	p. 111
Competitive Advantage	p. 112
Core Competencies	p. 115
Service Quality As a Competitive Advantage	p. 116
Matching Service Quality with Strategy	p. 118
Sustainable Competitive Advantage	p. 120
Chapter 8. Approaches to Enhance Service Quality Orientation in the United Kingdom: The Role of the Public Sector	p. 123
Introduction	p. 123
The U.K. Tourism Industry: The Quality Context	p. 124
Driving Quality Forward in U.K. Public Services	p. 127
Conclusion: Emergent Issues in Service Quality in the United Kingdom	p. 135
Chapter 9. Service Quality Monitoring and Feedback Systems	p. 143
Background	p. 143
Conceptualizing Service Quality	p. 144
Measuring Service Quality	p. 146
Relating Service Quality to Customer Satisfaction, Value, Intention to Return, and Loyalty	p. 153
Rising Cost of Obtaining Customer Feedback	p. 154
Toward the Future	p. 156
Chapter 10. Measuring Service Quality and Customer Satisfaction	p. 159
Introduction	p. 159
Defining Quality in the Context of Service	p. 160
Determinants of Service Quality	p. 163
Service Quality and Customer Satisfaction	p. 165
Service Quality and the Hospitality Industry	p. 166
Measuring Service Quality in the Hospitality Context	p. 168
Measurement Techniques	p. 171
Conclusion	p. 185
Appendix Servqual Instrument	p. 186
Chapter 11. Managing Service Failure Through Recovery	p. 193
Introduction	p. 193
Facet Analysis	p. 193
Causes of Service Failure	p. 195
Sources of Service Failure	p. 198
Contextual Facets of Service Failure	p. 200
Personal Factors of Service Failure	p. 204
Processes	p. 205
Response	p. 208
Consequences	p. 213
An Illustrative Model of the Service Breakdown and Recovery Process	p. 214
Future Research	p. 216
Conclusion	p. 216
Chapter 12. Empowering Service Personnel to Deliver Quality Service	p. 223
Need for Motivation and Empowerment	p. 223
Motivation	p. 225
Empowerment	p. 229
Bringing Together Motivation and Empowerment	p. 231
Conclusion	p. 235
Chapter 13. Service Guarantee: An Organization's Blueprint for Assisting the Delivery of Superior Service	p. 239
Introduction	p. 239
Service Promise	p. 240
Gaining Customer Trust	p. 241
Blueprint for Superior Service	p. 242
Elements of an Effective Service Guarantee	p. 245
Implications	p. 247
Employee Participation and Empowerment	p. 247
Pitfalls Associated with Service Guarantees	p. 248
Service Guarantees in the Fast-Food Sector	p. 250
Service Guarantees in the Hotel Sector	p. 250
Service Guarantees in the Travel Sector	p. 251
Conclusion	p. 251
Chapter 14. Managing and Marketing Internal and External Relationships	p. 255
Introduction	p. 255
Relationship Marketing	p. 256
Relationships with Suppliers and Intermediaries	p. 260
Relationship Marketing and Service Quality	p. 263
Additional Guidelines for Managing and Marketing Key Relationships	p. 264
Conclusion	p. 267
Chapter 15. Cross-Cultural Issues in Service Quality	p. 269
Introduction	p. 269
The Convergence and Divergence Debate	p. 270
Standardization and Adaptation	p. 272
Previous Research in Service Quality in the Cross-Cultural Context	p. 273
Major Methodological Issues	p. 276
Conclusion	p. 277
Chapter 16. Technology and Its Impact on Service Quality	p. 281
Introduction	p. 281
Lodging and Information Technology: An Overview	p. 282
Technology and Service Quality	p. 286
Conclusion	p. 291
Chapter 17. Delivering on Service: What Are the Questions and Challenges for Tomorrow's "Virtual University"?	p. 297
Change Factors: How Can Information Needs and External Change Be Assessed?	p. 297
Enablers: How Are Strategy, Structure, and Performance Related?	p. 299
Impacts: How Can Learning Be Linked to Interpreting and Responding to Customer Needs?	p. 300
From Impacts to Outcomes: The Virtual University--Tomorrow's Learning Organization?	p. 302
The Corporate Virtual University: A Global Design for Localized, Accredited Learning	p. 308
Index	p. 319

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