TY  - BOOK
AU  - Buswell,John
AU  - Buswell,John
AU  - Williams,Christine
AU  - Donne,Keith
AU  - Sutton,Carley
TI  - Service quality in leisure, events, tourism and sport
T2  - CABI Tourism Texts
SN  - 1780645449
AV  - G155.A1 W488 2016
U1  - 910.688 23
PY  - 2017///]
CY  - Boston, MA
PB  - CABI
KW  - Tourism
KW  - Leisure industry
KW  - Quality assurance
N1  - 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.
N2  - "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
ER  -