ABSTRACT
In service delivery, clients and providers must be ready, willing and able to undertake any tasks necessary to complete the required transactions. Clients collect information from multiple aspects of the service, compare that information to their own beliefs regarding 'good' service, and use this comparison to assess the service experience. This chapter focuses on clients' service quality assessments. It outlines how clients judge quality and suggests how managers might improve the quality of the overall consumption experience. The goal is to help managers better support the co-production of leisure experiences so that they provide value, satisfy clients and lead to any variety of positive outcomes. Recent conceptualizations of service quality assume that clients assess three dimensions of service delivery: interaction quality, outcome quality and environment quality. Services are processes, which suggests that clients evaluate the service based on how it was created.
