Service quality in leisure, events, tourism and sport / by John Buswell, Formerly University of Gloucestershire, UK, Christine Williams, University of Central Lancashire, UK, Keith Donne, University of Gloucestershire, UK, and Carley Sutton, University of Central Lancashire, UK.
By: Buswell, John [author.]
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Contributor(s): Williams, Christine [author.] | Donne, Keith [author.] | Sutton, Carley [author.].
Series: CABI Tourism Texts.Boston, MA, U.S.A. : CAB International, ©2017Edition: Second Edition.Description: xiv, 308 pages : 25 cm. some colored illustrations.Content type: text ISBN: 9781780645445 (Hardback : alk. paper); 9781780645452 (Paperback : alk. paper).Uniform titles: Service quality in leisure and tourism Subject(s): Tourism | Leisure industry | Quality assuranceAdditional physical formats: Online version:: Service quality in leisure, events, tourism and sportDDC classification: 910.688/B96 Other classification: CBA | Item type | Current location | Call number | Status | Date due | Barcode |
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College Library General Reference Section | CBA 910.688/B96 (Browse shelf) | Available | 82665 |
Christine Williams is the first author listed on the title page of the first edition.
Includes bibliographical references and index.
Introduction -- Part 1. Understanding the LETS product. The LETS experience economy ; Service characteristics and the nature of the LETS product ; Service providers and consumers : a multidimensional interface ; Quality and satisfaction concepts -- Part 2. Designing and delivering quality in the LETS product. Service and experience design ; Capacity management ; Service culture ; Business improvement through the use of quality systems and models -- Part 3. Monitoring and enhancing quality in the LETS product. Principles of monitoring service quality ; Measuring service quality and satisfaction ; Business improvement strategy : a navigation plan for LETS professionals.
"Service quality is at the forefront of how the leisure, events, tourism and sports (LETS) sectors operate. An important consideration for any business, and therefore any student of the subject, this new edition ... addresses the key points and principles of managing service quality across the industry sector"--Back cover. This enhanced new edition addresses key points and principles of managing service quality across the sector. It considers the underpinning theory of service quality, informs the reader of the practical application of service quality management tools and techniques in the leisure and tourism industry and is fully illustrated with case-studies.
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