Service Quality in Leisure and Tourism

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