Service Quality Management in Hospitality, Tourism, and Leisure

by Mok; Connie

• ISBN13: 9780789007261
• ISBN10: 0789007266
• Edition: 1st
• Format: Hardcover
• Copyright: 2001-01-05
• Publisher: Routledge

Summary

Service Quality Management in Hospitality, Tourism, and Leisure offers practitioners and educators the latest concepts and strategies that will improve the delivery of hospitality services. Discussing services management, marketing, operations management, human resources management, and service quality management, this essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will enhance customer satisfaction and help you provide superior hospitality services.To view an excerpt online, find the book in our QuickSearch catalog at www.HaworthPress.com.

Author Biography

Jovo Ateljevic is a PhD candidate at the School of Business and Public Management, Victoria University of Wellington, New Zealand William N. Chernish, PhD, is Associate Professor at the Conrad Hilton College of Hotel and Restaurant Management, University of Houston, Texas. Bonnie J. Knutson, PhD, is Professor in the School of Hospitality Business, Michigan State University Darren Lee-Ross, PhD, is a Senior Lecturer in Management at the Business School, James Cook University, Australia. Gillian Maxwell is a Senior Lecturer in Human Resource Management at Glasgow Caledonian University in Scotland Simon Milne, PhD, is Professor of Tourism and Associate Dean at the School of Management, Auckland University of Technology, New Zealand Susan Ogden, PhD, is a Lecturer in Management in the Department of Hospitality, Tourism, and Leisure Management at Glasgow Caledonian University, Scotland Martin O'Neill is currently a Lecturer and Head of the Department of Hospitality Management at Edith Cowan University, Western Australia Yvette Reisinger, PhD, is a Senior Lecturer in Tourism and Tourism Coordinator in the Faculty of Business and Economics at Monash University, Australia Chris Roberts, PhD, is Associate Professor of Strategic Management in the Department of Hotel, Restaurant, and Travel Administration at the University of Massachusetts Victoria Russell is a Business Development Consultant working in the Moffat Centre for Travel and Tourism Business Development at Glasgow Caledonian University, Scotland Linda J. Shea, PhD, is Associate Professor of Marketing and Graduate Program Director in the Department of Hotel, Restaurant, and Travel Administration at the University of Massachusetts, Amherst Geoffrey N. Soutar, PhD, is Professor of Marketing at the Graduate School of Management, University of Western Australia. Richard Teare, PhD, DLitt, FHCIMA, is academic chairman of IMCA and Principal and Granada Professor of the Association's U.S.-based University of Action Learning Karl Titz, PhD, is Assistant Professor at the Conrad N. Hilton College of Hotel and Restaurant Management, University of Houston, Texas. Beth Schlagel Wuest, PhD, is Assistant Professor in the Department of Family and Consumer Sciences, Southwest Texas State University

Table of Contents

About the Editors	xi
Contributors	xiii
Preface	xvii
Concepts of Tourism, Hospitality, and Leisure Services	1	(14)
Yvette Reisinger
Introduction	1	(1)
What Are Tourism, Hospitality, and Leisure?	1	(5)
What Are Products, Goods, and Services?	6	(2)
What Are Tourism Products and Services?	8	(7)
Unique Characteristics of Tourism, Hospitality, and Leisure Services	15	(36)
Yvette Reisinger
How Are Tourism, Hospitality, and Leisure Services Different from Physical Goods?	15	(32)
Conclusion	47	(4)
Service Quality Concepts and Dimensions Pertinent to Tourism, Hospitality, and Leisure Services	51	(16)
Beth Schlagel Wuest
Perceptions of Service Quality	51	(3)
Dimensions of Service Quality	54	(2)
Objectives of Service	56	(1)
Continuum of Service	57	(5)
Total Service Commitment	62	(2)
Summary	64	(3)
The Impact of People, Process, and Physical Evidence on Tourism, Hospitality, and Leisure Service Quality	67	(18)
Karl Titz
Introduction	67	(2)
People	69	(2)
Processes	71	(8)
Physical Evidence	79	(1)
Conclusion	80	(5)
Understanding the Role of the Service Encounter in Tourism, Hospitality, and Leisure Services	85	(12)
Darren Lee-Ross
Introduction	85	(1)
Social Interactions	86	(1)
Service Encounters	87	(1)
Encounter Management	88	(2)
Selection	90	(1)
Training	91	(1)
Organizational Culture	92	(1)
Summary	93	(4)
Service Quality, Customer Satisfaction, and Value: An Examination of Their Relationships	97	(14)
Geoffrey N. Soutar
Introduction	97	(1)
Service Quality	98	(6)
Satisfaction	104	(1)
The Service Quality-Satisfaction Relationship	104	(1)
The Value Construct	105	(2)
Conclusion	107	(4)
Competitive Advantages of Services Quality in Hospitality, Tourism, and Leisure Services	111	(12)
Chris Roberts
Introduction	111	(1)
Competitive Advantage	112	(3)
Core Competencies	115	(1)
Service Quality As a Competitive Advantage	116	(2)
Matching Service Quality with Strategy	118	(2)
Sustainable Competitive Advantage	120	(3)
Approaches to Enhance Service Quality Orientation in the United Kingdom: The Role of the Public Sector	123	(20)
Gillian Maxwell
Susan Ogden
Victoria Russell
Introduction	123	(1)
The U.K. Tourism Industry: The Quality Context	124	(3)
Driving Quality Forward in U.K. Public Services	127	(8)
Conclusion: Emergent Issues in Service Quality in the United Kingdom	135	(8)
Service Quality Monitoring and Feedback Systems	143	(16)
Bonnie J. Knutson
Background	143	(1)
Conceptualizing Service Quality	144	(2)
Measuring Service Quality	146	(7)
Relating Service Quality to Customer Satisfaction, Value, Intention to Return, and Loyalty	153	(1)
Rising Cost of Obtaining Customer Feedback	154	(2)
Toward the Future	156	(3)
Measuring Service Quality and Customer Satisfaction	159	(34)
Martin O'Neill
Introduction	159	(1)
Defining Quality in the Context of Service	160	(3)
Determinants of Service Quality	163	(2)
Service Quality and Customer Satisfaction	165	(1)
Service Quality and the Hospitality Industry	166	(2)
Measuring Service Quality in the Hospitality Context	168	(3)
Measurement Techniques	171	(14)
Conclusion	185	(1)
Appendix: SERVQUAL Instrument	186	(7)
Managing Service Failure Through Recovery	193	(30)
Beverley Sparks
Introduction	193	(1)
Facet Analysis	193	(2)
Causes of Service Failure	195	(3)
Sources of Service Failure	198	(2)
Contextual Facets of Services Failure	200	(4)
Personal Factors of Service Failure	204	(1)
Processes	205	(3)
Response	208	(5)
Consequences	213	(1)
An Illustrative Model of the Service Breakdown and Recovery Process	214	(2)
Future Research	216	(1)
Conclusion	216	(7)
Empowering Service Personnel to Deliver Quality Service	223	(16)
William N. Chernish
Need for Motivation and Empowerment	223	(2)
Motivation	225	(4)
Empowerment	229	(2)
Bringing Together Motivation and Empowerment	231	(4)
Conclusion	235	(4)
Service Guarantee: An Organization's Blueprint for Assisting the Delivery of Superior Service	239	(16)
Jay Kandampully
Introduction	239	(1)
Service Promise	240	(1)
Gaining Customer Trust	241	(1)
Blueprint for Superior Service	242	(3)
Elements of an Effective Service Guarantee	245	(2)
Implications	247	(1)
Employee Participation and Empowerment	247	(1)
Pitfalls Associated with Service Guarantees	248	(2)
Service Guarantees in the Fast-Food Sector	250	(1)
Service Guarantees in the Hotel Sector	250	(1)
Service Guarantees in the Travel Sector	251	(1)
Conclusion	251	(4)
Managing and Marketing Internal and External Relationships	255	(14)
Linda J. Shea
Introduction	255	(1)
Relationship Marketing	256	(4)
Relationships with Suppliers and Intermediaries	260	(3)
Relationship Marketing and Service Quality	263	(1)
Additional Guidelines for Managing and Marketing Key Relationships	264	(3)
Conclusion	267	(2)
Cross-Cultural Issues in Service Quality	269	(12)
Connie Mok
Introduction	269	(1)
The Convergence and Divergence Debate	270	(2)
Standardization and Adaptation	272	(1)
Previous Research in Service Quality in the Cross-Cultural Context	273	(3)
Major Methodological Issues	276	(1)
Conclusion	277	(4)
Technology and Its Impact on Service Quality	281	(16)
Simon Milne
Jovo Ateljevic
Introduction	281	(1)
Lodging and Information Technology: An Overview	282	(4)
Technology and Service Quality	286	(5)
Conclusion	291	(6)
Delivering on Service: What Are the Questions and Challenges for Tomorrow's ``Virtual University''?	297	(22)
Richard Teare
Change Factors: How Can Information Needs and External Change Be Assessed?	297	(2)
Enablers: How Are Strategy, Structure, and Performance Related?	299	(1)
Impacts: How Can Learning Be Linked to Interpreting and Responding to Customer Needs?	300	(2)
From Impacts to Outcomes: The Virtual University---Tomorrow's Learning Organization?	302	(6)
The Corporate Virtual University: A Global Design for Localized, Accredited Learning	308	(11)
Index	319