The quintessential relationship: service predispositions and quality assurance

Lee-Ross, Darren (2003) The quintessential relationship: service predispositions and quality assurance. In: Kusluvan, Salih, (ed.) Managing Employee Attitudes and Behaviors in the Tourism and Hospitality Industry. Nova Science Publishers , New York, USA, pp. 263-275.

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Abstract

[Extract] The general area of service quality has enjoyed tremendous popularity among researchers for the last twenty years. This has been driven at a macro level by the growing economic importance of service industries internationally. For example, there have been increases in centrally driven quality-based initiatives including the European Foundation for Quality Management, the British Quality Foundation, the British Standards (5750) accreditation, the International Organization for Standardization (ISO) 9000 Series, the Australian Quality Council, and the Quality Assurance Institute of America. Similar developments have also taken place at a micro or organizational level because clients are becoming increasingly more 'sophisticated'. Many contemporary service firms now seek competitive advantage by relying upon their employees to satisfy and 'delight' clients (for a summary of recent contributions, see Kandarnpully, Mok. and Sparks, 2001). A key area attracting recent attention is that of the 'service encounter' and where appropriate, the 'service relationship". There is now increased awareness that front-line staff define the service product and impart an initial and long-lasting quality impression of the organization upon customers.

Item ID: 7424
Item Type: Book Chapter (Research - B1)
Keywords: quality assurance; service; tourism
ISBN: 978-1-59033-630-4
Date Deposited: 14 Jan 2010 05:29
FoR Codes: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1506 Tourism > 150603 Tourism Management @ 100%
SEO Codes: 90 COMMERCIAL SERVICES AND TOURISM > 9003 Tourism > 900302 Socio-Cultural Issues in Tourism @ 100%
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