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Title Service quality management in hospitality, tourism, and leisure / Jay Kandampully, Connie Mok, Beverley Sparks, editors
Published New York : Haworth Hospitality Press, 2001
Online access available from:
ProQuest Ebook Central    View Resource Record  


Description 1 online resource (xvii, 339 pages) : illustrations
Contents Concepts of Tourism, Hospitality, and Leisure Services / Yvette Reisinger -- What Are Tourism, Hospitality, and Leisure? -- What Are Products, Goods, and Services? -- What Are Tourism Products and Services? -- Unique Characteristics of Tourism, Hospitality, and Leisure Services / Yvette Reisinger -- How Are Tourism, Hospitality, and Leisure Services Different from Physical Goods? -- Service Quality Concepts and Dimensions Pertinent to Tourism, Hospitality, and Leisure Services / Beth Schlagel Wuest -- Perceptions of Service Quality -- Dimensions of Service Quality -- Objectives of Service -- Continuum of Service -- Total Service Commitment -- The Impact of People, Process, and Physical Evidence on Tourism, Hospitality, and Leisure Service Quality / Karl Titz -- People -- Processes -- Physical Evidence -- Understanding the Role of the Service Encounter in Tourism, Hospitality, and Leisure Services / Darren Lee-Ross -- Social Interactions -- Service Encounters -- Encounter Management -- Selection -- Training -- Organizational Culture -- Service Quality, Customer Satisfaction, and Value: An Examination of Their Relationships / Geoffrey N. Soutar -- Service Quality -- Satisfaction -- The Service Quality-Satisfaction Relationship -- The Value Construct -- Competitive Advantages of Service Quality in Hospitality, Tourism, and Leisure Services / Chris Roberts -- Competitive Advantage -- Core Competencies -- Service Quality As a Competitive Advantage -- Matching Service Quality with Strategy -- Sustainable Competitive Advantage
Summary Does your staff deliver the highest quality service possible?Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Pra
Bibliography Includes bibliographical references and index
Subject Hospitality industry -- Management.
Leisure industry -- Management
Tourism -- Management.
Form Electronic book
Author Kandampully, Jay.
Mok, Connie.
Sparks, Beverley A.
LC no. 00027256
ISBN 0203047966