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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 6 (Page no: 156)

Capacity management.

This chapter considers some fundamental issues of managing capacity in leisure, events, tourism and sport (LETS) operations and their implications for service quality. There are two broad strategies that organizations adopt to manage their capacity and their productive potential: (i) control of the supply, which can be fixed or variable; and (ii) management of demand. The uneven demand for, and usage of, facilities and services require an understanding of aspects such as yield management and queuing and how they can be managed to achieve both productivity and customer satisfaction.

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: 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: 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