Service quality in leisure and tourism /
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| Author / Creator: | Williams, Christine, 1951- |
|---|---|
| Imprint: | Wallingford, Oxon, UK; Cambridge, MA : CABI Pub., c2003. |
| Description: | ix, 230 p. : ill. ; 25 cm. |
| Language: | English |
| Subject: | |
| Format: | Print Book |
| URL for this record: | http://pi.lib.uchicago.edu/1001/cat/bib/5089600 |
Table of Contents:
- Introduction
- Part 1. Understanding Quality in Leisure and Tourism
- 1.. The Leisure and Tourism Product
- 2.. Quality as a Goal
- 3.. The Consumer
- 4.. Concepts of Quality in Leisure and Tourism
- 5.. Customer Satisfaction
- 6.. The Leisure and Tourism Experience
- Part 2. Designing Quality
- 7.. Characteristics of Service
- 8.. Service Design
- 9.. Capacity Management and Organizational Performance
- Part 3. Achieving or Delivering Quality
- 10.. Quality and Culture Change
- 11.. Quality Management Systems
- 12.. Quality Management Tools and Techniques
- 13.. Measurement of Quality
- 14.. Quality and Human Resource Management
- Conclusions
- References
- Index
