Understanding the role of the service encounter in tourism, hospitality, and leisure services

Lee-Ross, Darren (2001) Understanding the role of the service encounter in tourism, hospitality, and leisure services. In: Kandampully, J., Mok, C., and Sparks, B., (eds.) Service Quality Management in Hospitality, Tourism, and Leisure. Haworth Hospitality Press, New York, USA, pp. 85-95.

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[Extract] The nature of service, strategies for improving it, and understanding customers' perceptions of it have enjoyed tremendous popularity among researchers for the last two decades (for example, Leonard and Sasser, ,1982; Johns, 1992; Lockwood, 1996; Johns and Lee-Ross, 1998). Moreover, the growing economic importance of service industries in many countries has seen increases in centrally driven quality-based initiatives including the European Foundation for Quality Management, the British Quality Foundation, the International Organization for StandardizationIS09000 Series, the Australian Quality Council, and the Quality Assurance Institute of America. In addition, according to Tenner and DeToro(1992), growth of international entrepreneurialism and an increased supply of more "sophisticated" customers has caused firms to seek competitive advantage by relying more upon their employees to satisfy and even exceed client expectations. Many hospitality, tourism, and leisure organizations have taken up this challenge by focusing upon employee performance at the customer interface, recognizing the crucial nature of the service encounter (Macvicar and Brown, 1994; Dodwell and Simmons,1994; Breen and Liddy, 1998; Bouldner, Baker, and Fesenmaier, 1997).

Item ID: 14332
Item Type: Book Chapter (Research - B1)
ISBN: 0-7890-0726-6
Keywords: hospitality; leisure services; tourism
Date Deposited: 01 Aug 2017 23:32
FoR Codes: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150313 Quality Management @ 100%
SEO Codes: 90 COMMERCIAL SERVICES AND TOURISM > 9003 Tourism > 900303 Tourism Infrastructure Development @ 100%
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