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Details van artikel 6 van 66 gevonden artikelen
| Titel: |
Barriers to total quality management in public leisure services |
| Auteur: |
Robinson, Leigh |
| Verschenen in: |
Managing leisure |
| Paginering: | Jaargang 2 (1997) nr. 1 pagina's 17-28 |
| Jaar: |
1997-01-01 |
| Inhoud: |
Service organizations have become increasingly conscious of the need to improve the quality of their service provision and as a result Total Quality Management (TQM) has emerged as the management philosophy of the 1990s. As public leisure providers respond to pressures to improve the quality of leisure services, this paper looks at the factors that will make the achievement of TQM in the public leisure sector difficult. Firstly, due to the difficulty in establishing and meeting the needs of a multiple of customer groups becoming customer - rather than user - oriented will be difficult. Other difficulties in the attainment of TQM are the setting of standards that ensure a quality experience for customers and the necessity to develop and use performance indicators that measure customer experience rather than facility provision. This paper seeks to suggest solutions to these barriers to enable public leisure providers to pursue the goal of TQM. |
| Uitgever: |
Routledge |
| Bronbestand: |
Elektronische Wetenschappelijke Tijdschriften |
Details van artikel 6 van 66 gevonden artikelen
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