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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 4 (Page no: 96)

Quality and satisfaction concepts.

This chapter examines the core theories that shape our understanding of service quality and customer satisfaction, including the relationship between expectations and perceptions and between service quality and customer satisfaction. The chapter also discusses a number of approaches to aid managers in their quest for improvement. Human Sigma in particular is a new approach that measures an important service quality determinant in the leisure, events, tourism and sport (LETS) industry - that is, employee and customer engagement.

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: 3 (Page no: 63) Service providers and consumers: a multidimensional interface. 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.