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Service Quality Management in Hospitality, Tourism, and Leisure

ISBN-10: 0789011417
ISBN-13: 9780789011411
Edition: 2001
List price: $67.95
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Description: For managers and educators, a guide to measuring and improving customer satisfaction in a hypercompetitive market. The three editors and 16 contributors are academics in hotel, restaurant, and tourism management, business management, and human  More...

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Book details

List price: $67.95
Copyright year: 2001
Publisher: Routledge
Publication date: 1/4/2001
Binding: Paperback
Pages: 366
Size: 6.00" wide x 8.25" long x 1.00" tall
Weight: 1.232
Language: English

For managers and educators, a guide to measuring and improving customer satisfaction in a hypercompetitive market. The three editors and 16 contributors are academics in hotel, restaurant, and tourism management, business management, and human resource management in the UK, US, Australia, and New Zealand. The work is an effort to provide a holistic, interdisciplinary view of what service quality is and how it can be managed. Annotation copyrighted by Book News Inc., Portland, OR

About the Editors
Contributors
Preface
Concepts of Tourism, Hospitality, and Leisure Services
Introduction
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
How Are Tourism, Hospitality, and Leisure Services Different from Physical Goods?
Conclusion
Service Quality Concepts and Dimensions Pertinent to Tourism, Hospitality, and Leisure Services
Perceptions of Service Quality
Dimensions of Service Quality
Objectives of Service
Continuum of Service
Total Service Commitment
Summary
The Impact of People, Process, and Physical Evidence on Tourism, Hospitality, and Leisure Service Quality
Introduction
People
Processes
Physical Evidence
Conclusion
Understanding the Role of the Service Encounter in Tourism, Hospitality, and Leisure Services
Introduction
Social Interactions
Service Encounters
Encounter Management
Selection
Training
Organizational Culture
Summary
Service Quality, Customer Satisfaction, and Value: An Examination of Their Relationships
Introduction
Service Quality
Satisfaction
The Service Quality-Satisfaction Relationship
The Value Construct
Conclusion
Competitive Advantages of Service Quality in Hospitality, Tourism, and Leisure Services
Introduction
Competitive Advantage
Core Competencies
Service Quality As a Competitive Advantage
Matching Service Quality with Strategy
Sustainable Competitive Advantage
Approaches to Enhance Service Quality Orientation in the United Kingdom: The Role of the Public Sector
Introduction
The U.K. Tourism Industry: The Quality Context
Driving Quality Forward in U.K. Public Services
Conclusion: Emergent Issues in Service Quality in the United Kingdom
Service Quality Monitoring and Feedback Systems
Background
Conceptualizing Service Quality
Measuring Service Quality
Relating Service Quality to Customer Satisfaction, Value, Intention to Return, and Loyalty
Rising Cost of Obtaining Customer Feedback
Toward the Future
Measuring Service Quality and Customer Satisfaction
Introduction
Defining Quality in the Context of Service
Determinants of Service Quality
Service Quality and Customer Satisfaction
Service Quality and the Hospitality Industry
Measuring Service Quality in the Hospitality Context
Measurement Techniques
Conclusion
Servqual Instrument
Managing Service Failure Through Recovery
Introduction
Facet Analysis
Causes of Service Failure
Sources of Service Failure
Contextual Facets of Service Failure
Personal Factors of Service Failure
Processes
Response
Consequences
An Illustrative Model of the Service Breakdown and Recovery Process
Future Research
Conclusion
Empowering Service Personnel to Deliver Quality Service
Need for Motivation and Empowerment
Motivation
Empowerment
Bringing Together Motivation and Empowerment
Conclusion
Service Guarantee: An Organization's Blueprint for Assisting the Delivery of Superior Service
Introduction
Service Promise
Gaining Customer Trust
Blueprint for Superior Service
Elements of an Effective Service Guarantee
Implications
Employee Participation and Empowerment
Pitfalls Associated with Service Guarantees
Service Guarantees in the Fast-Food Sector
Service Guarantees in the Hotel Sector
Service Guarantees in the Travel Sector
Conclusion
Managing and Marketing Internal and External Relationships
Introduction
Relationship Marketing
Relationships with Suppliers and Intermediaries
Relationship Marketing and Service Quality
Additional Guidelines for Managing and Marketing Key Relationships
Conclusion
Cross-Cultural Issues in Service Quality
Introduction
The Convergence and Divergence Debate
Standardization and Adaptation
Previous Research in Service Quality in the Cross-Cultural Context
Major Methodological Issues
Conclusion
Technology and Its Impact on Service Quality
Introduction
Lodging and Information Technology: An Overview
Technology and Service Quality
Conclusion
Delivering on Service: What Are the Questions and Challenges for Tomorrow's "Virtual University"?
Change Factors: How Can Information Needs and External Change Be Assessed?
Enablers: How Are Strategy, Structure, and Performance Related?
Impacts: How Can Learning Be Linked to Interpreting and Responding to Customer Needs?
From Impacts to Outcomes: The Virtual University--Tomorrow's Learning Organization?
The Corporate Virtual University: A Global Design for Localized, Accredited Learning
Index

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