This chapter explains the principles and main techniques of measuring service quality and consumer satisfaction used in the leisure, events, tourism and sport (LETS) industry. Quantitative methods of measuring service quality are discussed, focusing on the SERVQUAL approach as its variants are the...

This chapter highlights the importance of service culture to the achievement of quality in the leisure, events, tourism and sport (LETS) industry and the crucial role of staff in this process. It highlights how staff and their interaction with customers (which is central to many contexts) can be...

This chapter investigates the introduction and implementation of specific service quality management systems, tools and techniques in all sectors of the leisure, events, tourism and sport (LETS) industry. A diverse range of quality systems and awards, both accredited and non-accredited, are...

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...

This chapter addresses the need to make strategic decisions about service quality and provides some signposting and the options to consider for implementing business improvement strategies in the leisure, events, tourism and sport (LETS) industry. The right set of tools, techniques or approaches...

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...

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...

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 ...

This chapter examines the concept of tort and its importance in risk management, particularly in the tourism, leisure and sports industries. The necessity for students and practitioners to understand tort is stressed and an additional insight is given into why risk is often considered in asymmetric ...

This chapter focuses on safety risk management, particularly in the tourism, leisure and sports industries. The legal compliance to engage with risk and hazard management is examined in relation to health and safety legislation from around the world. It is illustrated that the engagement with risk...