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

Keywords

  • service quality
  • customer service
  • Scotland Tourist Information Centres

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