Tourism and Leisure Industry Service Quality Management

Author: (English) Williams / (English) Bawell / Dai Bin / Yi Shaohua
Publisher:
Publishing Date: 2004-08-01
Features: Tourism and Leisure Service Quality Management is written by Kristin Williams and others, representing the Nordic School of Service Management research, and translated into Chinese by Professor Dai Bin and Dr. Yi Shaohua, domestic experts in tourism and leisure management research. This professional textbook establishes a service quality framework for the tourism and leisure industry, elaborates on service quality management methods, tools, and fundamental principles, as well as their practical applications. It introduces the design process of the "service package" and the complexity of meeting customer expectations, and explores the possibility of achieving high-quality services through systematic management of the overall service, service processes, and organizational perspectives. A prominent feature throughout the book is its human-centered approach, reflecting the importance of integrating professional knowledge and understanding customers and their lifestyles. The book uses numerous case studies from tourism and leisure industry practices, providing concrete insights into the combination of theory and practice. This textbook is suitable for senior undergraduate students, master's and doctoral students in tourism management, as well as reference material for tourism researchers, educators, and tourism industry professionals.