Service Quality Management in Hospitality, Tourism, and Leisure

ISBN-13: 9780789007261 / Angielski / Twarda / 2001 / 366 str.

Jay Kandampully; Connie Mok; Beverly Sparks

Opis

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

Spis treści

Contents

• About the Editors
• Contributors
• Preface
• Chapter 1. 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?
• Chapter 2. Unique Characteristics of Tourism, Hospitality, and Leisure Services
• How Are Tourism, Hospitality, and Leisure Services Different from Physical Goods?
• Conclusion
• Chapter 3. 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
• Chapter 4. The Impact of People, Process, and Physical Evidence on Tourism, Hospitality, and Leisure Service Quality
• Introduction
• People
• Processes
• Physical Evidence
• Conclusion
• Chapter 5. 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
• Chapter 6. Service Quality, Customer Satisfaction, and Value: An Examination of Their Relationships
• Introduction
• Service Quality
• Satisfaction
• The Service Quality--Satisfaction Relationship
• The Value Construct
• Conclusion
• Chapter 7. 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
• Chapter 8. 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
• Chapter 9. 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
• Chapter 10. 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
• Appendix: SERVQUAL Instrument
• Chapter 11. 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
• Chapter 12. Empowering Service Personnel to Deliver Quality Service
• Need for Motivation and Empowerment
• Motivation
• Empowerment
• Bringing together Motivation and Empowerment
• Conclusion
• Chapter 13. 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
• Chap

O autorze

Beverley Sparks, Connie Mok, Jay Kadampully