Cookies on CAB eBooks

Like most websites we use cookies. This is to ensure that we give you the best experience possible.

 

Continuing to use www.cabi.org  means you agree to our use of cookies. If you would like to, you can learn more about the cookies we use.

CAB eBooks

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 9 (Page no: 227)

Principles of monitoring service quality.

This chapter explains the importance for leisure, events, tourism and sport (LETS) organizations to monitor service quality and the key approaches used to generate feedback from their consumers. It distinguishes between qualitative and quantitative methods and offers insights into the choice of methods for tracking consumer behaviour 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: 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: 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.