Abstract
AbstractThis chapter examines the role and function of service design in the enhancement and delivery of quality in leisure and tourism; the nature of the service and consumer processes in leisure and tourism operations; and the significance of the service encounter and customer involvement in designing leisure and tourism products. The need for involving the customer as a co-producer in many managed leisure and tourism contexts is emphasized. By highlighting the factors that are significant in designing service systems and processes, the elements and components of service design are examined and an integrated approach to their management to meet customer requirements is presented. The applications of techniques for designing services such as flowcharting, service blueprinting and quality function deployment are explained.
Published Version
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call