Service quality is at the forefront of how the leisure, events, tourism and sport (LETS) sectors operate. An important consideration for any business, and therefore any student of the subject, this new edition of a successful textbook addresses the key points and principles of managing service quality across the industry sector. Fully updated and enhanced, it: - Covers areas such as the experience economy, capacity management and service culture, as well as methods for measuring quality and satisfaction. - Includes numerous case studies to help students apply classroom-based theory to practice. - Is packed with student-friendly pedagogy and full colour illustrations throughout to enhance the learning experience. Considering the underpinning theory of service quality, this book informs the reader of the practical application of service quality management tools and techniques in an industry with distinctive features and challenges. An invaluable read for students within the LETS sectors, it also provides a useful refresher for practitioners working in the industry.
John Buswell formerly of University of Gloucestershire, Cheltenham, UK. Christine Williams is at University of Central Lancashire, Preston, UK. Keith Donne is at University of Gloucestershire, UK. Carley Sutton is at University of Central Lancashire, UK.
-: Introduction to book Part 1: Understanding the LETS Product 1: The LETS Experience Economy 2: Service Characteristics and the Nature of the LETS Product 3: Service Producers and Consumers: A Multidimensional Interface 4: Quality and Satisfaction Concepts Part 2: Designing and Delivering Quality 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 Measuring and Monitoring Service Quality and Satisfaction 10: Measuring and Monitoring Service Quality and Satisfaction 11: Business Improvement Strategy: A Navigation Plan for LETS Professionals