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Ebooks on agriculture and the applied life sciences from CAB International

CABI Book Chapter

Service quality in leisure, events, tourism and sport.

Book cover for Service quality in leisure, events, tourism and sport.

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 metho...

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Chapter 1 (Page no: 5)

The LETS experience economy.

This chapter examines the growth in the importance of the experience economy and the nature of the leisure, events, tourism and sport (LETS) consumer experience, and considers their implications for the management of service quality. Factors in the relationship between service quality and the LETS experience are highlighted.

Other chapters from this book

Chapter: 2 (Page no: 34) Service characteristics and the nature of the LETS product. Author(s): Buswell, J. Williams, C. Sutton, C.
Chapter: 3 (Page no: 63) Service providers and consumers: a multidimensional interface. Author(s): Buswell, J. Williams, C. Sutton, C.
Chapter: 4 (Page no: 96) Quality and satisfaction concepts. Author(s): Buswell, J. Williams, C. Sutton, C.
Chapter: 5 (Page no: 117) Service and experience design. Author(s): Buswell, J. Williams, C. Sutton, C.
Chapter: 6 (Page no: 156) Capacity management. Author(s): Buswell, J. Williams, C. Sutton, C.
Chapter: 7 (Page no: 172) Service culture. Author(s): Buswell, J. Williams, C. Sutton, C.
Chapter: 8 (Page no: 192) Business improvement through the use of quality systems and models. Author(s): Buswell, J. Williams, C. Sutton, C.
Chapter: 9 (Page no: 227) Principles of monitoring service quality. Author(s): Buswell, J. Williams, C. Sutton, C.
Chapter: 10 (Page no: 250) Measuring service quality and satisfaction. Author(s): Buswell, J. Williams, C. Sutton, C.
Chapter: 11 (Page no: 270) Business improvement strategy: a navigation plan for LETS professionals. Author(s): Buswell, J. Williams, C. Sutton, C.

Chapter details