Service quality management in hospitality, tourism, and leisure:
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
New York u.a.
Haworth Hospitality Pr.
2001
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XVII, 339 S. Ill. |
| ISBN: | 0789011417 0789007266 |
Internformat
MARC
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| 245 | 1 | 0 | |a Service quality management in hospitality, tourism, and leisure |c Jay Kandampully ... [Ed.] |
| 264 | 1 | |a New York u.a. |b Haworth Hospitality Pr. |c 2001 | |
| 300 | |a XVII, 339 S. |b Ill. | ||
| 336 | |b txt |2 rdacontent | ||
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| 650 | 7 | |a Toeristenindustrie |2 gtt | |
| 650 | 4 | |a Hospitality industry |x Management | |
| 650 | 4 | |a Leisure industry |x Management | |
| 650 | 4 | |a Tourism |x Management | |
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Datensatz im Suchindex
| _version_ | 1804128803457335296 |
|---|---|
| adam_text | CONTENTS
About the Editors xi
Contributors xiii
Preface xvii
Chapter 1. Concepts of Tourism, Hospitality, and Leisure
Services 1
Yvette Reisinger
Introduction 1
What Are Tourism, Hospitality, and Leisure? 1
What Are Products, Goods, and Services? 6
What Are Tourism Products and Services? 8
Chapter 2. Unique Characteristics of Tourism,
Hospitality, and Leisure Services 15
Yvette Reisinger
How Are Tourism, Hospitality, and Leisure Services
Different from Physical Goods? 15
Conclusion 47
Chapter 3. Service Quality Concepts and Dimensions
Pertinent to Tourism, Hospitality,
and Leisure Services 51
Beth Schlagel Wuest
Perceptions of Service Quality 51
Dimensions of Service Quality 54
Objectives of Service 56
Continuum of Service 57
Total Service Commitment 62
Summary 64
Chapter 4. The Impact of People, Process,
and Physical Evidence on Tourism, Hospitality,
and Leisure Service Quality 67
Karl Titz
Introduction 67
People 69
Processes 71
Physical Evidence 79
Conclusion 80
Chapter 5. Understanding the Role of the Service Encounter
in Tourism, Hospitality, and Leisure Services 85
Darren Lee Ross
Introduction 85
Social Interactions 86
Service Encounters 87
Encounter Management 88
Selection 90
Training 91
Organizational Culture 92
Summary 93
Chapter 6. Service Quality, Customer Satisfaction,
and Value: An Examination of Their Relationships 97
Geoffrey N. Soutar
Introduction 97
Service Quality 98
Satisfaction 104
The Service Quality Satisfaction Relationship 104
The Value Construct 105
Conclusion 107
Chapter 7. Competitive Advantages of Service Quality
in Hospitality, Tourism, and Leisure Services 111
Chris Roberts
Introduction 111
Competitive Advantage 112
Core Competencies 115
Service Quality As a Competitive Advantage 116
Matching Service Quality with Strategy 118
Sustainable Competitive Advantage 120
Chapter 8. Approaches to Enhance Service Quality
Orientation in the United Kingdom: The Role
of the Public Sector 123
Gillian Maxwell
Susan Ogden
Victoria Russell
Introduction 123
The U.K. Tourism Industry: The Quality Context 124
Driving Quality Forward in U.K. Public Services 127
Conclusion: Emergent Issues in Service Quality
in the United Kingdom 135
Chapter 9. Service Quality Monitoring
and Feedback Systems 143
Bonnie J. Knutson
Background 143
Conceptualizing Service Quality 144
Measuring Service Quality 146
Relating Service Quality to Customer Satisfaction,
Value, Intention to Return, and Loyalty 153
Rising Cost of Obtaining Customer Feedback 154
Toward the Future 156
Chapter 10. Measuring Service Quality
and Customer Satisfaction 159
Martin O Neill
Introduction 159
Defining Quality in the Context of Service 160
Determinants of Service Quality 163
Service Quality and Customer Satisfaction 165
Service Quality and the Hospitality Industry 166
Measuring Service Quality in the Hospitality Context 168
Measurement Techniques 171
Conclusion 185
Appendix: SERVQUAL Instrument 186
Chapter 11. Managing Service Failure
Through Recovery 193
Beverley Sparks
Introduction 193
Facet Analysis 193
Causes of Service Failure 195
Sources of Service Failure 198
Contextual Facets of Service Failure 200
Personal Factors of Service Failure 204
Processes 205
Response 208
Consequences 213
An Illustrative Model of the Service Breakdown
and Recovery Process 214
Future Research 216
Conclusion 216
Chapter 12. Empowering Service Personnel to Deliver
Quality Service 223
William N. Chernish
Need for Motivation and Empowerment 223
Motivation 225
Empowerment 229
Bringing Together Motivation and Empowerment 231
Conclusion 235
Chapter 13. Service Guarantee: An Organization s
Blueprint for Assisting the Delivery
of Superior Service 239
Jay Kandampully
Introduction 239
Service Promise 240
Gaining Customer Trust 241
Blueprint for Superior Service 242
Elements of an Effective Service Guarantee 245
Implications 247
Employee Participation and Empowerment 247
Pitfalls Associated with Service Guarantees 248
Service Guarantees in the Fast Food Sector 250
Service Guarantees in the Hotel Sector 250
Service Guarantees in the Travel Sector 251
Conclusion 251
Chapter 14. Managing and Marketing Internal
and External Relationships 255
Linda J. Shea
Introduction 255
Relationship Marketing 256
Relationships with Suppliers and Intermediaries 260
Relationship Marketing and Service Quality 263
Additional Guidelines for Managing and Marketing
Key Relationships 264
Conclusion 267
Chapter 15. Cross Cultural Issues in Service Quality 269
Connie Mok
Introduction 269
The Convergence and Divergence Debate 270
Standardization and Adaptation 272
Previous Research in Service Quality
in the Cross Cultural Context 273
Major Methodological Issues 276
Conclusion 277
Chapter 16. Technology and Its Impact
on Service Quality 281
Simon Milne
Jovo Ateljevic
Introduction 281
Lodging and Information Technology: An Overview 282
Technology and Service Quality 286
Conclusion 291
Chapter 17. Delivering on Service:
What Are the Questions and Challenges
for Tomorrow s Virtual University ? 297
Richard Teare
Change Factors: How Can Information Needs
and External Change Be Assessed? 297
Enablers: How Are Strategy, Structure, and Performance
Related? 299
Impacts: How Can Learning Be Linked to Interpreting
and Responding to Customer Needs? 300
From Impacts to Outcomes: The Virtual
University—Tomorrow s Learning Organization? 302
The Corporate Virtual University: A Global Design
for Localized, Accredited Learning 308
Index 319
|
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| id | DE-604.BV013955378 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T18:55:03Z |
| institution | BVB |
| isbn | 0789011417 0789007266 |
| language | English |
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| spellingShingle | Service quality management in hospitality, tourism, and leisure Horeca gtt Kwaliteitszorg gtt Management gtt Recreatie gtt Toeristenindustrie gtt Hospitality industry Management Leisure industry Management Tourism Management Tourismus (DE-588)4018406-7 gnd Servicepolitik (DE-588)4234502-9 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
| subject_GND | (DE-588)4018406-7 (DE-588)4234502-9 (DE-588)4219057-5 |
| title | Service quality management in hospitality, tourism, and leisure |
| title_auth | Service quality management in hospitality, tourism, and leisure |
| title_exact_search | Service quality management in hospitality, tourism, and leisure |
| title_full | Service quality management in hospitality, tourism, and leisure Jay Kandampully ... [Ed.] |
| title_fullStr | Service quality management in hospitality, tourism, and leisure Jay Kandampully ... [Ed.] |
| title_full_unstemmed | Service quality management in hospitality, tourism, and leisure Jay Kandampully ... [Ed.] |
| title_short | Service quality management in hospitality, tourism, and leisure |
| title_sort | service quality management in hospitality tourism and leisure |
| topic | Horeca gtt Kwaliteitszorg gtt Management gtt Recreatie gtt Toeristenindustrie gtt Hospitality industry Management Leisure industry Management Tourism Management Tourismus (DE-588)4018406-7 gnd Servicepolitik (DE-588)4234502-9 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
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