Service Quality Management in Hospitality, Tourism, and Leisure

In recent years, increasing attention has been paid to the management and marketing of tourism, hospitality, and leisure, which have been widely recognized as very important sectors of the service economy. However, a different approach to the management and marketing of tourism, hospitality, and leisure services than to that of physical goods is required. These services differ from physical goods in a number of unique characteristics, which have significant implications for management and marketing strategies. This chapter covers three main issues: 1. It defines the phenomena of tourism, hospitality, and leisure and clarifies the relationships between these three areas. 2. It introduces the concepts of products, goods, and services in a marketing context. 3. It explains the concept of tourism products and tourism service.