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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 2 (Page no: 34)

Service characteristics and the nature of the LETS product.

This chapter examines the nature of services and evaluates the distinctiveness of leisure, events, tourism and sport (LETS) products and services, and the challenges posed by this for the management of service quality. The chapter addresses both the traditional service characteristics (intangibility, heterogeneity, inseparability, and perishability) and the newer approaches to service characteristics such as non-ownership, value creation and value-in-use. The demand to provide core and peripheral services is discussed; the need to categorize services into typologies is also questioned in this chapter.

Other chapters from this book

Chapter: 1 (Page no: 5) The LETS experience economy. 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.