Abstract
AbstractThis chapter examines the underlying theories of quality and service quality management as applicable to the tourism and leisure industry and attempts to develop a conceptual framework within which the service quality literature can be analysed. The service quality theory, which has its foundation in manufacturing; the original quality theories applied to the service context; and the service quality theories of the two main schools of service quality management - the Scandinavian or Nordic school, and the North American school - are examined. The main lessons that can be learnt from both the original quality theorists and the two service quality management schools is that an organization must take a holistic approach to quality management and that only appropriate target or goal is working towards continuous or continual improvement of the service.
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