Service quality in leisure and tourism
著者
書誌事項
Service quality in leisure and tourism
CABI Pub., c2003
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注記
Includes bibliographical references (p. 209-222) and index
内容説明・目次
内容説明
This book aims to develop an awareness of the underpinning theories of quality as applicable to leisure and tourism,including its characteristics and typology. Suitable for students and researchers, it shows how to evaluate critically the numerous quality management systems and techniques available within the context of the leisure and tourism business environment.
目次
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 15: Conclusions I: References II: Index
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