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