Service Quality in Leisure, Events, Tourism and Sport

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.

About the author

John Buswell formerly of University of Gloucestershire, Cheltenham, UK.

Summary

This enhanced new edition addresses key points and principles of managing service quality across the sector. It considers the underpinning theory of service quality, informs the reader of the practical application of service quality management tools and techniques in the leisure and tourism industry and is fully illustrated with case-studies.

Product details

• Authors: John Buswell, John (formerly of University of Gloucestershire Buswell, Keith Donne, Keith (University of Gloucestershire Donne, Carley Sutton, Carley (University of Central Lancashire Sutton, Christine Williams, Christine (formerly University of Central Lancashire Williams
• Publisher: CABI Publishing
• Languages: English
• Product format: Hardback
• Released: 31.01.2017
• EAN: 9781780645445
• ISBN: 978-1-78064-544-5
• No. of pages: 322
• Dimensions: 196 mm x 255 mm x 28 mm
• Weight: 1074 g
• Series: CABI Tourism Texts; CABI Tourism Texts
• Subject: Social sciences, law, business > Business > Individual industrial sectors, branches