Service quality in leisure, events, tourism and sports / John Buswell [and three others]

Includes bibliographical references and index.

Part 1. Understanding the LETS Product -- 1. The LETS Experience Economy -- 2. Service and Characteristics and the nature of LETS Product -- 3. Service Providers and Consumers: a Multidimensional Interface -- 4. Quality and Satisfaction Concepts -- Part 2. Designing and Delivering in the LETS Product -- 5.Service and Experience Design -- 6. Capacity Management -- 7. Service Culture -- 8. Business Improvement Through the Use of Quality Systems and Models -- Part 3. Monitoring and Enhancing Quality in the LETS Product -- 9. Principles of Monitoring Serive Quality -- 10. Measuring Service Quality and Satisfaction -- 11. Business Improvement Stratgey : a Navigation Plan for LETS Professionals -- Index.

This book aims to develop knowledge and understanding of the theories and principles of service quality within the context of leisure and tourism. Suitable for students, researchers, leisure and tourism professionals, it relates the nature of the consumer experience to the planning, design and management of service delivery and critically evaluates the various quality management methods, systems, techniques and approaches that can be applied to the leisure and tourism business environment. While part 1 (chapters 1-6) establishes the challenges facing leisure and tourism managers in achieving service quality, part 2 (chapters 7-9) examines the skills and techniques of translating the understanding of consumers, quality and the nature of leisure and tourism experiences into appropriate products and services. Part 3 (chapters 10-14) takes the management of service quality beyond the design of services into the management of systems and procedures and the overall philosophy of organizations in their approach to quality.