Service Quality Management in Hospitality, Tourism, and Leisure » (1st Edition)

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! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world.

This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include:

• services management
• marketing
• operations management
• human resources management
• service quality management

Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.

Booknews

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 c. Book News, Inc., Portland, OR (booknews.com)

	About the Editors
	Contributors
	Preface
Ch. 1	Concepts of Tourism, Hospitality, and Leisure Services	1
Ch. 2	Unique Characteristics of Tourism, Hospitality, and Leisure Services	5
Ch. 3	Service Quality Concepts and Dimensions Pertinent to Tourism, Hospitality, and Leisure Services	51
Ch. 4	The Impact of People, Process, and Physical Evidence on Tourism, Hospitality, and Leisure Service Quality	67
Ch. 5	Understanding the Role of the Service Encounter in Tourism, Hospitality, and Leisure Services	85
Ch. 6	Service Quality, Customer Satisfaction, and Value: An Examination of Their Relationships	97
Ch. 7	Competitive Advantages of Service Quality in Hospitality, Tourism, and Leisure Services	111
Ch. 8	Approaches to Enhance Service Quality Orientation in the United Kingdom: The Role of the Public Sector	123
Ch. 9	Service Quality Monitoring and Feedback Systems	143
Ch. 10	Measuring Service Quality and Customer Satisfaction	159
Ch. 11	Managing Service Failure Through Recovery	193
Ch. 12	Empowering Service Personnel to Deliver Quality Service	223
Ch. 13	Service Guarantee: An Organization's Blueprint for Assisting the Delivery of Superior Service	239
Ch. 14	Managing and Marketing Internal and External Relationships	255
Ch. 15	Cross-Cultural Issues in Service Quality	269
Ch. 16	Technology and Its Impact on Service Quality	281
Ch. 17	Delivering on Service: What Are the Questions and Challenges for Tomorrow's "Virtual University"?	297
	Index	319