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Service quality in leisure and tourism

Buswell, John.

Service quality in leisure and tourism

紀錄類型:	書目-電子資源 : 單行本
正題名/作者:	Service quality in leisure and tourism/ Christine Williams and John Buswell.
作者:	Williams, Christine,
其他作者:	Buswell, John.
出版者:	Wallingford, Oxon, UK ;CABI Pub.,2003.
面頁冊數:	1 online resource (ix, 230 pages) :illustrations
標題:	Tourism. -
電子資源:	Click here for online access to this book (查閱全文) (EBSCO eBook)
ISBN:	0851997635 (electronic bk.)
ISBN:	9780851997636 (electronic bk.)

Service quality in leisure and tourism
Williams, Christine,1951-

Service quality in leisure and tourism[electronic resource] /Christine Williams and John Buswell. - Wallingford, Oxon, UK ;CABI Pub.,2003. - 1 online resource (ix, 230 pages) :illustrations

Includes bibliographical references (pages 209-222) and index.

Understanding Quality in Leisure and Tourism -- The Leisure and Tourism Product -- Quality as a Goal -- The Consumer -- Concepts of Quality in Leisure and Tourism -- Customer Satisfaction -- The Leisure and Tourism Experience -- Designing Quality -- Characteristics of Service -- Service Design -- Capacity Management and Organizational Performance -- Achieving or Delivering Quality -- Quality and Culture Change -- Quality Management Systems -- Quality Management Tools and Techniques -- Measurement of Quality -- Quality and Human Resource Management.

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, techniques and approaches that can be applied to the leisure and tourism business environment. While part 1 (chapters 1-6) establishes the challenges facing leisure and tourism managers in achieving service quality, part 2 (chapters 7-9) examines the skills and techniques of translating the understanding of consumers, quality and the nature of leisure and tourism experiences into appropriate products and services. Part 3 (chapters 10-14) takes the management of service quality beyond the design of services into the management of systems and procedures and the overall philosophy of organizations in their approach to quality. The book has a subject index.

ISBN: 0851997635 (electronic bk.)Subjects--Topical Terms:

162746
Tourism.
Index Terms--Genre/Form:

172687
Electronic books.

LC Class. No.: G155.A1 / W488 2003

Dewey Class. No.: 910/.68/4

Service quality in leisure and tourism
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520 3 $a 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, techniques and approaches that can be applied to the leisure and tourism business environment. While part 1 (chapters 1-6) establishes the challenges facing leisure and tourism managers in achieving service quality, part 2 (chapters 7-9) examines the skills and techniques of translating the understanding of consumers, quality and the nature of leisure and tourism experiences into appropriate products and services. Part 3 (chapters 10-14) takes the management of service quality beyond the design of services into the management of systems and procedures and the overall philosophy of organizations in their approach to quality. The book has a subject index.
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