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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...

Metrics

Chapter 3 (Page no: 63)

Service providers and consumers: a multidimensional interface.

This chapter addresses the wider perspective of leisure, events, tourism and sport (LETS) stakeholders rather than the simplistic two-dimensional notion of service providers and customers. Therefore external and internal customers, volunteers and the supply chain are examined, together with other stakeholders such as shareholders, sport governing bodies and National Lottery Funding bodies. The cooperation and coordination required to facilitate major events are also considered. The chapter continues by considering consumer behaviour and the benefits sought from a specific LETS service provider. This discussion is divided into three sections utilizing Lovelock and Wirtz's three-stage model of service consumption, which comprises the pre-purchase phase, the service encounter and the post encounter phase.

Other chapters from this book

Chapter: 1 (Page no: 5) The LETS experience economy. Author(s): Buswell, J. Williams, C. Sutton, C.
Chapter: 2 (Page no: 34) Service characteristics and the nature of the LETS product. 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.