Undergraduate and postgraduate students of Leisure and Tourism and industry professionals.
This book aims to develop an awareness of the underpinning theories of quality as applicable to leisure and tourism,including its characteristics and typology. Suitable for students and researchers, it shows how to evaluate critically the numerous quality management systems and techniques available within the context of the leisure and tourism business environment.
目 錄
Part 1: Understanding Quality in Leisure and Tourism
1.The Leisure and Tourism Product
2.Quality as a Goal
3.The Consumer
4.Concepts of Quality in Leisure and Tourism
5.Customer Satisfaction
6.The Leisure and Tourism Experience
Part 2: Designing Quality
7.Characteristics of Service
8.Service Design
9.Capacity Management and Organizational performance
Part 3: Achieving or Delivering Quality
1.Quality and Culture Change
2.Quality Management Systems
3.Quality Management Tools and Techniques
4.Measurement of Quality
5.Quality and Human Resource Management
