The state of quality management in six leisure related research sites

Christine Williams (Senior Lecturer in the Department of Hospitality and Tourism at Lancashire Business School, Preston, UK)

The TQM Magazine

ISSN: 0954-478X

Publication date: 1 April 1998

Abstract

This paper will investigate whether or not accredited and non‐accredited quality management systems have effected service quality delivery to external customers. The six research sites were selected for their diversity; theatre, art gallery, museum, leisure centre, golf course and amusement park. The diversity was not only in terms of the leisure service offered but in the sector the organisations operated in; public, commercial and voluntary. An evaluation of the management processes was undertaken and several themes emerged which have relevance to other service industries (e.g. number of core services offered). Conclusions are drawn as to the way forward if the service sector wishes to work towards a customer‐orientated culture.

Keywords

Citation

Williams, C. (1998), "The state of quality management in six leisure related research sites", The TQM Magazine, Vol. 10 No. 2, pp. 95-103. https://doi.org/10.1108/09544789810211399

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Publisher

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MCB UP Ltd

Copyright © 1998, MCB UP Limited

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