Service Quality in Leisure and Tourism -- Contents -- Introduction -- Part 1 Understanding Quality in Leisure and Tourism -- 1 The Leisure and Tourism Product -- 2 Quality as a Goal -- 3 The Consumer -- 4 Concepts of Quality in Leisure and Tourism -- 5 Customer Satisfaction -- 6 The Leisure and Tourism Experience -- Part 2 Designing Quality -- 7 Characteristics of Service -- 8 Service Design -- 9 Capacity Management and Organizational Performance -- Part 3 Achieving or Delivering Quality -- 10 Quality and Culture Change -- 11 Quality Management Systems -- 12 Quality Management Tools and Techniques -- 13 Measurement of Quality -- 14 Quality and Human Resource Management -- Conclusions -- References -- Untitled.