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CAB eBooks

Ebooks on agriculture and the applied life sciences from CAB International

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CABI Book Chapter Info
Cover for Service and experience design.

This chapter examines the principles and methods involved in designing quality into the leisure, events, tourism and sport (LETS) product or service and the way it is experienced by the consumer. In highlighting the factors that are significant in designing service systems and processes, it...

Author(s)
Buswell, J.; Williams, C.; Sutton, C.
ISBN
2017 CABI (H ISBN 9781780645445)
Type
Book chapter
CABI Book Chapter Info
Cover for Measuring service quality and satisfaction.

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...

Author(s)
Buswell, J.; Williams, C.; Sutton, C.
ISBN
2017 CABI (H ISBN 9781780645445)
Type
Book chapter
CABI Book Chapter Info
Cover for The LETS experience economy.

This chapter examines the growth in the importance of the experience economy and the nature of the leisure, events, tourism and sport (LETS) consumer experience, and considers their implications for the management of service quality. Factors in the relationship between service quality and the LETS...

Author(s)
Buswell, J.; Williams, C.; Sutton, C.
ISBN
2017 CABI (H ISBN 9781780645445)
Type
Book chapter
CABI Book Chapter Info
Cover for 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 ...

Author(s)
Buswell, J.; Williams, C.; Sutton, C.
ISBN
2017 CABI (H ISBN 9781780645445)
Type
Book chapter
CABI Book Chapter Info
Cover for Service culture.

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...

Author(s)
Buswell, J.; Williams, C.; Sutton, C.
ISBN
2017 CABI (H ISBN 9781780645445)
Type
Book chapter
CABI Book Chapter Info
Cover for Business improvement through the use of quality systems and models.

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...

Author(s)
Buswell, J.; Williams, C.; Sutton, C.
ISBN
2017 CABI (H ISBN 9781780645445)
Type
Book chapter
CABI Book Chapter Info
Cover for 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...

Author(s)
Buswell, J.; Williams, C.; Sutton, C.
ISBN
2017 CABI (H ISBN 9781780645445)
Type
Book chapter
CABI Book Chapter Info
Cover for Business improvement strategy: a navigation plan for LETS professionals.

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...

Author(s)
Buswell, J.; Williams, C.; Sutton, C.
ISBN
2017 CABI (H ISBN 9781780645445)
Type
Book chapter
CABI Book Info
Cover for Service quality in leisure, events, tourism and sport.

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...

Author(s)
Buswell, J.; Williams, C.; Sutton, C.
ISBN
2017 CABI (H ISBN 9781780645445)
Type
Book
CABI Book Chapter Info
Cover for Service characteristics and the nature of the LETS product.

This chapter examines the nature of services and evaluates the distinctiveness of leisure, events, tourism and sport (LETS) products and services, and the challenges posed by this for the management of service quality. The chapter addresses both the traditional service characteristics...

Author(s)
Buswell, J.; Williams, C.; Sutton, C.
ISBN
2017 CABI (H ISBN 9781780645445)
Type
Book chapter