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Service quality in leisure and tourism / Christine Williams and John Buswell

By: Contributor(s): Material type: TextTextPublisher: Wallingford, Oxfordshire, UK : CABI, 2003Copyright date: ©2003Description: 1 online resource illustrations, chartsContent type:
  • text
Media type:
  • computer
Carrier type:
  • online resource
ISBN:
  • 0851997635
  • 9780851997636
  • 128190502X
  • 9781281905024
Subject(s): DDC classification:
  • 910.684 WIL 2003 23
LOC classification:
  • G155.A1 W488 2003
Online resources:
Contents:
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 -- Characteristics of Service -- Service Design -- Capacity Management and Organizational Performance -- Quality and Culture Change -- Quality Management Systems -- Quality Management Tools and Techniques -- Measurement of Quality -- Quality and Human Resource Management.
Abstract: 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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Holdings
Item type Current library Home library Call number Status Date due Barcode Item holds
Electronic Book Electronic Book FIRST CITY UNIVERSITY COLLEGE 910.684 WIL 2003 (Browse shelf(Opens below)) e-book e00141
Total holds: 0

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

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 -- Characteristics of Service -- Service Design -- Capacity Management and Organizational Performance -- Quality and Culture Change -- Quality Management Systems -- Quality Management Tools and Techniques -- Measurement of Quality -- Quality and Human Resource Management.

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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.

Title from PDF title page