Public leisure facilities: managing customer expectations

IF 1 4区工程技术 Q4 ENGINEERING, CIVIL

Proceedings of the Institution of Civil Engineers-Municipal Engineer Pub Date : 2004-06-01 DOI:10.1680/MUEN.2004.157.2.129

Leigh Robinson

引用次数: 5

Abstract

This paper examines the impact of customer expectations on the management of public leisure services, arguing that public leisure providers will need to shift their attention from the management of service quality, to focus on the management of customer expectations of their services.

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公共休闲设施:管理顾客期望

本文考察了顾客期望对公共休闲服务管理的影响，认为公共休闲服务提供者需要将注意力从服务质量管理转移到顾客对其服务期望的管理上。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Proceedings of the Institution of Civil Engineers-Municipal Engineer 工程技术-工程：土木

CiteScore

3.70

自引率

0.00%

发文量

审稿时长

>12 weeks

期刊介绍： Municipal Engineer publishes international peer reviewed research, best practice, case study and project papers reports. The journal proudly enjoys an international readership and actively encourages international Panel members and authors. The journal covers the effect of civil engineering on local community such as technical issues, political interface and community participation, the sustainability agenda, cultural context, and the key dimensions of procurement, management and finance. This also includes public services, utilities, and transport. Research needs to be transferable and of interest to a wide international audience. Please ensure that municipal aspects are considered in all submissions. We are happy to consider research papers/reviews/briefing articles.