Service Quality Management in Hospitality, Tourism, and Leisure (Paperback)

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