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.
- 2nd Edition.
- xiv, 308 pages : illustrations, colour photographs ; 26 cm.
- CABI Tourism Texts .
- CABI tourism texts. .
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 -- 1. The LETS experience economy -- 2. Service characteristics and the nature of the LETS product -- 3. Service providers and consumers : a multidimensional interface -- 4. Quality and satisfaction concepts -- Part 2. Designing and delivering quality in the LETS product -- 5. Service and experience design -- 6. Capacity management -- 7. Service culture -- 8. Business improvement through the use of quality systems and models -- Part 3. Monitoring and enhancing quality in the LETS product -- 9. Principles of monitoring service quality -- 11. Measuring service quality and satisfaction -- 12. Business improvement strategy : a navigation plan for LETS professionals -- Index.
"Service quality is at the forefront of how the leisure, events, tourism and sport (LETS) sectors operate. An important consideration for any business, and therefore any student of the subject, this new edition of a successful textbook addresses the key points and principles of managing service quality across the industry sector." --Publisher's website.