Service Quality in Leisure and Tourism

Author： Williams   C.;Buswell   J.  

Publisher： CABI Publishing‎

Publication year： 2003

E-ISBN: 9780851997636

P-ISBN(Paperback): 9780851995410

Subject： F590.6 旅游企业组织与管理

Keyword： Tourism Industry Sport and Leisure Industries Sports and Outdoor Recreation Business and Economics Industries Hospitality Travel and Tourism

Language： ENG

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Description

This book aims to develop an awareness of the underpinning theories of quality as applicable to leisure and tourism,including 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.

Chapter

Service Quality in Leisure and Tourism

Contents

Introduction

Part 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

Part 2 Designing Quality

7 Characteristics of Service

8 Service Design

9 Capacity Management and Organizational Performance

Part 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

Conclusions

References

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