Abstract

AbstractThis chapter emphasizes the growing importance of service quality within the leisure and tourism industry. Reasons for the significance of service quality to the leisure and tourism industry include: new social structures; hyper-reality, or the blurring of the distinction between reality and the replication of the real world; increasing expectations; value for time and money; and different trends in consumer behaviour. The chapter also examines the specific features of product development and the particular impact of technology on the management of the service encounter. It focuses on the customer and the relationship with the product and its attributes.

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