Endorsements

"This book will be a useful text for those who are delivering modules or lectures on service quality in leisure and tourism. It fills an important gap in the undergraduate and postgraduate market." Leigh Robinson, Loughborough University "The list of points provided at the beginning of each chapter will be particularly useful to students helping them to focus their reading and ensuring they have a clear understanding of the main points and issues presented in each chapter. The case studies provided throughout the book are a definite strength and the summaries to each chapter are clear and concise. This is clear, easy to read book that contributes to the emergent topic of service quality in leisure and tourism." Shirley Barnett, Massey University, New Zealand "The book is very suitable for the preparation of lectures and study groups dealing with quality management. It is an excellent reference resource for reports and thesises due to its completeness of the descriptions of different quality systems, the examples from the leisure and toursim sector, and the extensive literature list." Peter Nonhof, VVS, 2004