Description
This book offers an understanding of the underpinning theory of service quality as well as informs the reader of the practical application of service quality management tools and techniques in the context of the leisure, events, tourism and sport (LETS) industry and its specific demands. This second edition has updated some sections and chapters, particularly in the area of quality tools and methods but also reflects the moves within the business world and especially the LETS sector to address the emotional engagement of both customers and staff in the consumption and delivery of services and experiences. The book is divided into three parts: (1) understanding the LETS product; (2) designing and delivering quality in the LETS product; and (3) monitoring and enhancing quality in the LETS product. The book has 11 chapters and an index.