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Summary
Summary
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
Table of Contents
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 |