Service quality in practice: customer service in Scotland's Tourist Information Centres

J. John Lennon, Anthony T Mercer

Research output: Contribution to journalArticle

Abstract

This paper concerns the application of service quality training and assessment to the Tourist Information Centre network in Scotland. The Scottish Tourist Board have recognised at a strategic level that quality of service is of primary importance to Scotland's Tourism industry (STB, 1991). This paper examines the implementation of this strategic direction at an operational level. The practical application of quality service training and assessment via two pilot studies is discussed and considered. Finally the future objectives of the STB and the key integrative role of quality and its assessment are detailed.
Original languageEnglish
Pages (from-to)129-141
Number of pages13
JournalInternational Journal of Hospitality Management
Volume13
Issue number2
DOIs
Publication statusPublished - Jun 1994

Fingerprint

tourism
industry
services
service quality
information centre
Customer service
Information center
Tourists
Scotland
Quality of service
Service quality
Tourism industry

Keywords

  • service quality
  • customer service
  • Scotland Tourist Information Centres

Cite this

@article{12a19186584d40ab8b2739ab30257031,
title = "Service quality in practice: customer service in Scotland's Tourist Information Centres",
abstract = "This paper concerns the application of service quality training and assessment to the Tourist Information Centre network in Scotland. The Scottish Tourist Board have recognised at a strategic level that quality of service is of primary importance to Scotland's Tourism industry (STB, 1991). This paper examines the implementation of this strategic direction at an operational level. The practical application of quality service training and assessment via two pilot studies is discussed and considered. Finally the future objectives of the STB and the key integrative role of quality and its assessment are detailed.",
keywords = "service quality, customer service, Scotland Tourist Information Centres",
author = "Lennon, {J. John} and Mercer, {Anthony T}",
year = "1994",
month = "6",
doi = "10.1016/0278-4319(94)90034-5",
language = "English",
volume = "13",
pages = "129--141",
journal = "International Journal of Hospitality Management",
issn = "0278-4319",
publisher = "Elsevier",
number = "2",

}

Service quality in practice: customer service in Scotland's Tourist Information Centres. / Lennon, J. John; Mercer, Anthony T.

In: International Journal of Hospitality Management , Vol. 13, No. 2, 06.1994, p. 129-141.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Service quality in practice: customer service in Scotland's Tourist Information Centres

AU - Lennon, J. John

AU - Mercer, Anthony T

PY - 1994/6

Y1 - 1994/6

N2 - This paper concerns the application of service quality training and assessment to the Tourist Information Centre network in Scotland. The Scottish Tourist Board have recognised at a strategic level that quality of service is of primary importance to Scotland's Tourism industry (STB, 1991). This paper examines the implementation of this strategic direction at an operational level. The practical application of quality service training and assessment via two pilot studies is discussed and considered. Finally the future objectives of the STB and the key integrative role of quality and its assessment are detailed.

AB - This paper concerns the application of service quality training and assessment to the Tourist Information Centre network in Scotland. The Scottish Tourist Board have recognised at a strategic level that quality of service is of primary importance to Scotland's Tourism industry (STB, 1991). This paper examines the implementation of this strategic direction at an operational level. The practical application of quality service training and assessment via two pilot studies is discussed and considered. Finally the future objectives of the STB and the key integrative role of quality and its assessment are detailed.

KW - service quality

KW - customer service

KW - Scotland Tourist Information Centres

U2 - 10.1016/0278-4319(94)90034-5

DO - 10.1016/0278-4319(94)90034-5

M3 - Article

VL - 13

SP - 129

EP - 141

JO - International Journal of Hospitality Management

JF - International Journal of Hospitality Management

SN - 0278-4319

IS - 2

ER -